Notification Phrase is not displayed in the Reply Success email of a Mailbox Rule

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

A Notification Phrase specified in "Reply Success" email does not work. The syntax of the specified Notification Phrase is not converted to an actual Incident number in the Reply Success email. Also the syntax of the Reply Subject is not converted as per the following screenshot.

STEPS TO REPRODUCE:

1. Go to 'Notifications' > 'Notification Phrases' and activate the Out-of-the-box Notification Phrase "Reply - Incident". The Phrase field has syntax "%INCIDENT=@{call_req_id.ref_num}%"
2. Add the "@{notification_phrase[notify_history_cr].phrase}" to the Notification Message Body field of the default Manual Notify Message Template or add it to the Manual Notify Message Text directory. Send the Manual Notify.
   --->
   Confirm it the syntax that refers to the Notification Phrase works as expected.
3. Go to 'Email' > 'Mailboxes' and open the Default Mailbox. Open a Mailbox Rule. 
4. Add the following to the 'Reply Success' tab and add "Incident - @{call_req_id.ref_num}" to the 'Reply Subject' field. Save the changes.
   
   Success Text: 
   Thank you for submitting your request.
   @{notification_phrase[IncidentReply].phrase}
   
   
   
   
5. Sent an email to SDM to create a new Incident ticket that matches the Mailbox Rule modified on the step 4.
   --->
   A ticket is created and a success reply is sent out, but the email subject shows "Incident - @{call_req_id.ref_num}" and the message body shows "%INCIDENT=%".

Environment

Release : 17.3

Resolution

Reply Subject only supports plain text and ticket reference fields. (@{call_req_id.ref_num}) cannot be used as it cannot be resolved by SDM Maileater with the existing design.

The Reply Success Text does support the notification phrase. Usually the notifications are part of the activity log, so the notification phrase which contains call_req_id.ref_num will get resolved in case of a manual notification as it is in the context of activity log.

For the SDM Maileater case, the mail is being sent in the context of ticket creation and not the activity log, so the notification phrase should contain only ref_num and not call_req_id (which is an act_log attribute)

Please try creating a copy of the Reply_Incident notification phrase and change the content from 

[Before]
In order to add a comment to your Incident, just reply to this email or include the line below (on a line by itself).

%INCIDENT=@{call_req_id.ref_num}%

to

[After]
In order to add a comment to your Incident, just reply to this email or include the line below (on a line by itself).

%INCIDENT=@{ref_num}%

Additional Information

Choose a Notification Phrase