attribute to which your condition is referring is from the Request/Incident/Problem (
) object and will have a value of "R", "I", or "P".
Original Message:
Sent: 01-29-2020 11:22 PM
From: ENTIIS TH
Subject: How to change the status of ticket via email
Dear Brian,
I want to do something like that but I have no idea about how to set my Log Comment condition to have one of the following:
- "Last Updated By Contact Type != Manager"
- Last Update By who is not Primary Contact of Location of that Affected End User
Original Message:
Sent: 01-29-2020 05:27 AM
From: Brian Mathato
Subject: How to change the status of ticket via email
Hi Sila,
You will need to look at and play with Notification Rules. The trick will lie on getting the condition of the Notification Rule right for the notification to fire or not fire.
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Kind Regards,
Brian
Original Message:
Sent: 01-29-2020 05:20 AM
From: ENTIIS TH
Subject: How to change the status of ticket via email
J.W.,
I think the log description is not my expectation. Because it take the whole message from Manager who reply the email to Approve or Reject the ticket.
2.Email from "Update Status" Activity Notification.
Original Message:
Sent: 01-27-2020 11:01 AM
From: J W
Subject: How to change the status of ticket via email
Sila,
The reason for the 2 emails is because the maileater creates 2 Log Comment activity entries when it updates the ticket. Please see the article.
MAILEATER LOGGING DUPLICATE COMMENTS
To resolve this you need to follow the customization instructions in the link provided in the article. This link is to the old CA site and so may not be active. The old article number is: kb000021898 and the old TECDOC number is: TEC556417.
Someone here may have an updated link. I did not find it in the new TECDOC site but I think that is still a work in progress.
J.W.
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"No matter where you go, there you are." - TAoBB:AtED
Original Message:
Sent: 01-26-2020 11:50 PM
From: ENTIIS TH
Subject: How to change the status of ticket via email
Dear Brian,
Thank for your recommendation, now it works well (Manager can approve or reject the ticket via email).
But I am not sure that do you also know how to configure Log Notification ?
Because from my configuration above, I have to do one more thing that is notify Affected End User to know via email when the log has been commented.
So I have used the Activity Notifications: "Log Comment".
However after using the solution above (I have configured that Manager will have the rights to Approved or Rejected ticket) the log also commented and it sent 2 emails to Affected End User when Manager approved or rejected the ticket, as you can see in the figures below:
Email 1:
Original Message:
Sent: 01-23-2020 05:23 AM
From: Brian Mathato
Subject: How to change the status of ticket via email
The issue with the group is most likely that the user you are sending the email with is an Employee role. By design, the Employee role cannot search for other contacts\groups. This is due to an OOTB Data-Partition that restricts the Employee role from searching for other contacts. So a workaround would be to remove the OOTB Data-Partition constraint on the role. That should address your issue...
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Kind Regards,
Brian
Original Message:
Sent: 01-23-2020 05:14 AM
From: ENTIIS TH
Subject: How to change the status of ticket via email
Dear Brian,
Thank for your link, this almost solve my problem, however I found another problem.
Because not only changing the Status to Approved, but also assign the Group to the another team.
Now the changing status from "Open" to "Approved" is working for me.
But the Group assigning is not working. So I have checked in stdlog and found: fetch_dob_list last_name (xxxxx) in factory (grp) not found. (as you can see in the figure below): Let say that I want to assign the Request to "JoJo" Group,
This is my Mailbox Rule configuration:
Could you please help me to check this ?
Best regards,
Sila
Original Message:
Sent: 01-22-2020 05:28 AM
From: Brian Mathato
Subject: How to change the status of ticket via email
See this KB article as well...
https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=13415
Mimic that to update the to whatever status you want...
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Kind Regards,
Brian
Original Message:
Sent: 01-22-2020 04:36 AM
From: ENTIIS TH
Subject: How to change the status of ticket via email
Dear Brian,
Sorry but I did not see the topic that talk about Update the status of ticket in this link. Because if I configured Mailbox Rules's Action to "Update Object", this will put the message from email into the ticket as Log Comment (or did I forget to configure something else ?).
Best Regards,
Sila
Original Message:
Sent: 01-21-2020 03:54 AM
From: Brian Mathato
Subject: How to change the status of ticket via email
Hi Sila,
Yes, you can update the status of the ticket via email. Please refer to the below documentation:
https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/administering/configure-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/how-to-configure-email-replies.html
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Kind Regards,
Brian
Original Message:
Sent: 01-20-2020 10:41 PM
From: ENTIIS TH
Subject: How to change the status of ticket via email
Hi all,
I have to configure the CA SDM (my SDM version is 17.2) that it can change the status of ticket via email.
For my case is: When the ticket is Request type, it requires some roles to approve that request (now, from my configuration, user can click Approve from my CA SDM web page).
I want to know that, is it possible or not to send the email to the related user (who can approve that ticket => about sending the email, I configured and it already worked) and that user can do something for example, having the Approve button, or Approve link, that can approve that ticket via email. What I want to say shortly is user can approve/change the status of the ticket by no need to open the CA SDM web page via email ?
For my current idea is using email template but I don't know how to attach the changing status link/button in the message template.
Could you please help me to solve this ?
Best regards,
Sila