CA Service Management

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  • 1.  Can we create change order by using email where, ticket will be segregated DL wise and can we make mail subjet line as summary

    Posted Sep 10, 2019 09:15 AM
    Hello All,

    Currently we are using CASDM 14.1, right now we can create ticket using maileater functionality, but here restriction is we need to put all required data n specific format, need to mention issue category in the mail. Can we instead make  a mail where subject or mail description should automatically get in appropriate category description and tickets should get raised?

    Please help us on priority.

    Thanks in Advance!!

    Regards,
    Sushma


  • 2.  RE: Can we create change order by using email where, ticket will be segregated DL wise and can we make mail subjet line as summary
    Best Answer

    Broadcom Employee
    Posted Sep 10, 2019 09:30 AM
    Edited by Christopher Hackett Sep 13, 2019 01:49 PM
    Hi Mandar\Sushma,

    Yes, you can do all this. You need to configure the appropriate mailbox rule.

    https://docops.ca.com/ca-service-management/17-1/en/administering/configure-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/define-a-mailbox

    Pay special attention to the following fields on the Mailbox Rule:

    - Add Subject Line

    - Text API Defaults


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    Kind Regards,
    Brian
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