pdm_maileater filter is not working well
Article ID: 106195
Updated On:
Products
SUPPORT AUTOMATION- SERVER
CA Service Desk Manager - Unified Self Service
CA Service Desk Manager
CA Service Management - Asset Portfolio Management
CA Service Management - Service Desk Manager
Issue/Introduction
The rules are not working well.
If i have 2 filters:
1 for opening a request for subject containing "*"
2 for ignoring the email for an string "XYZ" in subject
This is opening the request, even the subject contains "XYZ"
If i have 2 filters:
1 for opening a request for subject containing "*"
2 for ignoring the email for an string "XYZ" in subject
This is opening the request, even the subject contains "XYZ"
Environment
CA Service Desk Manager 14.1.x / 17.1.x
Resolution
Customer put the the following order in the filters:
1. The most restrictive (to ignore the message)
2. The most comprehensive rule (to open if subject contain "*")
So, ti's such as:
100 Subject contain [ \t\r\n]Microsoft[ \t\r\n] Ignore email and reply Incident Email
200 Subject contain [ \t\r\n]*[ \t\r\n] Create/update object Incident Email
1. The most restrictive (to ignore the message)
2. The most comprehensive rule (to open if subject contain "*")
So, ti's such as:
100 Subject contain [ \t\r\n]Microsoft[ \t\r\n] Ignore email and reply Incident Email
200 Subject contain [ \t\r\n]*[ \t\r\n] Create/update object Incident Email
Feedback
Yes
No
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