remove the Original email from the email message when the ticket is opened by maileater
Article ID: 111577
SUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceCA Service Desk ManagerCA Service Management - Asset Portfolio ManagementCA Service Management - Service Desk Manager
When the "Initial" Activity Notification is active, and the ticket is opened through the maileater, in the message body, there is a message header with the Original message, such like:
Original message: %DESCRIPTION=<text> %CATEGORY=<text> .... and so on
Customer wants to prevent this Original message to come up in the message
Is it possible to remove the Original email from the email message when the ticket is opened by maileater?
Service Desk Manager 17.x
The Original message that comes in the email notification message body, when the ticket is opened by maileater is something that is not configurable in the user interface or in any option, rule, message template,etc. So, it's possible configurable inside some code file and needs a customization. For this reason, the CA Services engagement is required.