Can you update "Solution" by email?

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

Question:

Can you use inbound email (pdm_maileater_nxd.exe) to update the "Solution" field on a ticket (E.g. Call Request, Incident, Issue)?

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Answer: 

No.  This is not possible.

The inbound mail functionality cannot access the "Solutions" field on a ticket, on current releases of CA Service Desk Manager/IT Service Management.

This is because there is a table that contains all possible solutions, and is not a direct attribute available in the Call Request table.

The inbound email functionality only has the ability to update certain attributes. primarily fields in the form of "object.attribute" where the object is for the ticket type may be updated. The Solutions are stored in a separate, linked table.

Historically, the Solution used to be stored on the ticket table, and there is still a "solution" field within the ticket table. However, this functionality is not used by the current releases. Adding a reference to this old field will not update the current ticket Solution.

 

Additional Information:

ITSM 14.1 WIKI: How to Configure the Mailbox to Handle Inbound Emails

ITSM 14.1 WIKI: CA SDM Text API Interface

TEC475241: What is maileater and how to set up maileater?

 

 

Environment

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