Maileater and pdm_mail configuration example

Products

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

Issue/Introduction

Maileater and pdm_mail have many possibilities, and they can be configured according to your needs, but sometimes it gets complex, and things do not work as expected, e.g., the initial notification when creating a new ticket. Typically it happens because of misconfiguration in mailbox, rules, or pdm_mail configuration itself. This document aims to show a simple example of a configured mailbox, rule, and pdm_mail.

Environment

Service Management 17.x

Resolution

1) Mailbox:

2) Rule:

3) E-Mail (SMTP):

4) Notification Method:

5) Notification Rule:

6) Sending E-Mail:

7) Response:

Additional Information

IMPORTANT: Before testing, restart all Service Desk services.