The reference number of tickets created by emails sent to the maileater may not be in the same order as they are sent.

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Article ID: 19854

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER 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

Description:

If multiple emails are sent to the Service Desk maileater email account within a very short time period, tickets may not be created based on the order that they are received or on the sent date/time. Therefore, the order of reference number of the created requests may differ from the order of the date/time that the emails were sent or received into the maileater mailbox.

Solution:

This is working as designed. The emails are processed in parallel by Service Desk. There is no way to guarantee that tickets processed by maileater will be created in any specific order.

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: