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which are the best practices to configure correctly MS Exchange 2010?

  • 1.  which are the best practices to configure correctly MS Exchange 2010?

    Posted 02-25-2016 11:10 AM

    Hello all,

     

    Good Afternoon!

     

    We are deploying a new env of CA SDM 14.1 on a Customer, that will have the possibility to open or update tickets via email.

    Although, we are facing some "issues" on this feature, and we are not sure if the problem source is just from MS Exchange side:

     

    Some issues faced so far:

         - Pictures on emails not embebed, just attached ;

         - New tickets show the same information on Summary and Description (Email subject )

         - %STATUS=OP or %REQUEST_ID=... are ignored, and a new ticket is created instead of an existant one be updated (checked on textapi and the commands exists there)

     

    Once we are not sure from which side this issues can be, we would like to know the "best practices" to configure a SERVICEDESK@.... account !

     

    All the information will be welcomed!

     

    Thanks a lot,

    Ivo



  • 2.  Re: which are the best practices to configure correctly MS Exchange 2010?

    Posted 03-01-2016 06:35 AM

    #helpinghands

     

    - Pictures on emails not embedded, just attached - On the mail box settings there is a "Force Attachment Splitout. Set it to yes and see if this resolves the problem?

     

    - New tickets show the same information on Summary and Description (Email subject ) - By default when the summary field is not specified in the email body, it will be same as description. To address this you will need to add %SUMMARY=blah, blah, blah to the email you send.

     

    - %STATUS=OP or %REQUEST_ID=... are ignored, and a new ticket is created instead of an existant one be updated (checked on textapi and the commands exists there) - Your mailbox rule might not be correct. You need to add an artifact that can be correctly matched with the ticket you intend to update. See also:

     

    https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/define-a-mailbox#DefineaMailbox-MailboxRuleActions



  • 3.  Re: which are the best practices to configure correctly MS Exchange 2010?

    Posted 03-01-2016 12:47 PM

    Hello Brian, Good Afternoon!

     

    Thanks a lot for your time and effort.

    Meanwhile, we did some evolutions on this case:

        - New tickets show the same information on Summary and Description (Email subject ) : Set to PLAIN Text the Messages Inbound on MS Exchange solved it. Before, it was on HTML format.

       - %STATUS=OP or %REQUEST_ID=... are ignored, and a new ticket is created instead of an existant one be updated (checked on textapi and the commands exists there) : We had a                 login/communication problem between SDM and the webmail, the userid was constantly being locked due to some automatic task that was always trying to login with invalid      credentials, solving it , solved the emails syncronization between platforms.

     

    Anyway, we still with the problem of the embebed pictures on emails that are not being correctly presented.

     

    Thanks a lot once again!

     

    Greetings,

    Ivo



  • 4.  Re: which are the best practices to configure correctly MS Exchange 2010?

    Posted 03-01-2016 01:50 PM

    Ivo, where in the ticket you wanted the embedded pictures to

    display? My understanding is those pictures will be saved as

    attachments to the ticket. Thanks _Chi