remove the Original email from the email message when the ticket is opened by maileater

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Article ID: 111577

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

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?

Environment

Service Desk Manager 17.x

Resolution

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.