How to enable incoming emails update tickets, though the email address is not in SDM repository?
search cancel

How to enable incoming emails update tickets, though the email address is not in SDM repository?

book

Article ID: 43986

calendar_today

Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Introduction

Out of box, when an incoming email is received by SDM, SDM will need to match the incoming email address with

some contact's email address in SDM repository to decide if the operation is allowed. However, sometimes the incoming

email does not come from some SDM contact email like an analyst manually notifies someone or the notification email

is forwarded to someone who is not in SDM contact repository and in this case, the replied email still should update the

related ticket. This tech doc explains how this feature can be done.

Question: 

How to enable incoming emails update tickets, though the email address is not in SDM repository?

Environment:  

Windows, Unix/Linux

Answer: 

Besides set up proper mail box rules, SDM administrator should do the following as well:

 

1. Make sure the mailbox "Allow Anonymous" checkbox is checked. this can be checked from mailbox detail web

    page.

2. Modify the System_Anonymous(with user id: anonymous) contact has the right security to update tickets. For example,

    out of box it is set to Employee and it should be changed to Analyst. Also notice that SDM would need to recycled if

    this System_Anonymous is modified.

Additional Information:

Refer to online documentation on how to set up mailbox rules.

Environment

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