display an email Subject as the Summary of an Incident created by Maileater

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When a incident is created via email using Maileater, the leading part of the incident Description field is placed into the incident summary by default.

This document describes how to configure the Service Desk Mail settings so that the email subject is placed into the incident Summary field.

Environment

Release: 14.1 and higher
Component: CA Service Desk Manager

Resolution

1. Log into Service Desk using Administrator account and open [Administrator] tab.
    
2. Go to 'Email' > 'Mailboxes' and open a Mailbox you would like to set up.
    
3. Open [Rules] tab and click on a Mailbox Rule you would like to change.
    
4. Click on <Edit> and select "Prepend" from the 'Add Subject Line' dropdown list. Save the change.

 

After the above change, the email subject will be added to the Summary field automatically.

NOTE: The email subject will be added to the Description field too.

Also, the special characters -[[ ]]- will be added at the beginning and the end of the subject.