Disable mail eater response email "AHD58021:Successfully Created Request xxx."

Products

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

Issue/Introduction

When a ticket is created via Mail Eater, a response email is sent as below:

AHD58021: Successfully Created Request xxx.

Click on the following URL to view Request: 
http://servername/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=xxxx

How to disable this mail response?

Another variant of this notification comes when a ticket is updated via maileater, ie:

AHD58024:Successfully Updated Request XX.

Click on the following URL to view Request:
http://servername/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=xxxx

Environment

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

Resolution

 This email response is coded in text_api_reply.spl file located under NX_ROOT\bocfg\majic folder. Modifying this file is out of support scope, however below workaround steps will help us in disabling the response email.

1. Go to Administration tab -> Email -> Mailbox Rules and click on respective rule.
2. In the rule detail window change the Reply method to “empty” as shown below:

    

 

3. Save it. As the response email method is empty, there will be no email received by the sender.