ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

On Service Desk Manager r14.1, multiple emails are sent out to recipients even though the option "mail_show_to_cc_list" has been installed. Why are they sent out?

book

Article ID: 15529

calendar_today

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



On r14.1, if "mail_show_to_cc_list option" is installed, only one email is created and sent out to all recipients. However, sometime the emails are sent out to them separately. How Service Desk Manager determines how many emails are generated and which recipients should be added to a same email?

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Resolution

An Activity Notification email will be separated if Contacts have different Notification Method. You can check what Notification Method is defined to a Contact as shown below.

 

  1. Log into Service Desk Manager (SDM) using a privilege SDM user account and open 'Administration' tab.

  2. Go to 'Security and Role Management' > 'Contacts'. Search for a Contact you would like to check the Notification Method setting.

  3. Open the Contact and open 'Contact Details' and 'Notification' tab. You will be able to see there is a Method setting for each Notification level.

    <Please see attached file for image>

    src="/servlet/servlet.FileDownload?file=0150c000004AKpqAAG" alt="Method.jpg" width="1012" height="748">

Additional Information

TEC1191593: Is there is difference in the email notification process with regards to multiple recipients if the mail_show_to_cc_list option is installed?

Attachments

1558717767581000015529_sktwi1f5rjvs16up2.jpeg get_app
Powered by Wolken Software