Maileater creates new ticket instead of updating existing tickets whenever ticket number is 8 or more characters/digits


Article ID: 144945


Updated On:


CA Service Desk Manager


A mailbox rule is set up with the intention of using Minimum Artifact Type (set to either Protected or Secure). The default manual notify messages template for request/incident/problem was set up accordingly.  A manual notification was sent.

When a user replied to the manual notification email with content that instructs Service Desk Manager (SDM) to update a field such as the Assignee field of the ticket, SDM did not update the ticket whenever the ticket reference number was larger than 8 characters/digits (for ticket numbers that were 7 characters/digits or less, the update was successful); instead, SDM created a new ticket in the system.

In one test scenario, the mailbox rule had "Minimum Artifact Type" set to either "Protected" or "Secure". In another test scenario, the Minimum Artifact Type not being set. The issue occurred regardless of whether or not Minimum Artifact Type was set or not. 


1. Via Administration tab > Notifications > Notification Phrases, create a new notification phrase named Phrase20249125 as follows:

Symbol: Phrase20249125
Code: Phrase20249125
Active: Active

Do not delete this section of the email: %RefId:@{ARTIFACT=PROTECTED:call_req_id.ref_num}%


2. Save a copy of the "Default Manual Notify message template for request/incident/problem" as a backup.

3. Edit the "Default Manual Notify message template for request/incident/problem" and set the Notification Message Body to only:


4. Save a copy of the out-of-the-box mailbox named Default and set it to Inactive.

5. Edit the mailbox named Default. Create a new rule as follows:
Sequence: 54
Filter: Body Contains
Filter String: %RefId:{{object_id}}%
Ignore Case: Yes
Action: Create/Update Object
Action Object: Incident    <--- Request should also be tested/fixed as Customer indicated that they used Request
Minimum Artifact Type: <empty>   <--- Secure and Protected should also be tested/fixed, customer indicated they had tried both.
Reply: Email

6. In the SDM environment, ensure that you have incidents/requests that have a ticket number that is 8 characters/digits or more.  If not, create such as this is a requirement to reproducing the issue.

7. Open a Incident/Request that has an 8 character/digit ticket number, click on Activities in the menu, select Manual Notify, select recipient of the notification, ensure Preferred Method is set to Email and that the contact record for the contact has an email address defined that exists and works.

8. Go to the recipient's mailbox to view the email notification, subject will be like: Incident 12345678 Manual Notify.

9. Reply to the email notification, sending the reply back to the sender. In the top part of the reply, add the statement to change the assignee of the ticket:

The rest of the reply should contain the original email content. For example:

On 1/10/2020 3:37 PM, wrote:

Do not delete this section of the email:  %RefId:A,25427,12345678%


10. Re-test for variations in the rule such as different values of Action Object (test Request as well as Incident) and different values of Minimum Artifact Type. All tests should give expected results but the do not.  The actual results are summarized as follows:

  • When the incident number contains 8 characters/digits is that a new incident was created; expected results is that the Assignee of the existing incident specified would be updated with the new value of the assignee.
  • When the incident number contains 2 or 3 or 7 characters/digits is that the Assignee of the incident was updated with the new value successfully.



Product defect DE52667.


Release : 17.2


In-house reproduction environment: on Windows


The fix to DE52667 is to be included in both 17.2 RU7 and 17.3 GA.