Maileater behaves differently when creating a request by email, on the basis of: %CUSTOMER being active/inactive/unknown/empty with the sender having email a address known/unknown and Service Desk email_anonymous_allow option installed (in 12.1)

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Description:

Maileater - Shows different behavior in the creation of the request by email, on the basis of:

%CUSTOMER active/inactive/unknown/empty

Sender having email address known/unknown by Service Desk

email_anonymous_allow option installed (in 12.1)/Allow Anonymous checkbox in Mailbox detail page checked (set to Yes)

Solution:

General rule:

%CUSTOMER specifies valid contact - the request is created as expected if the sender's contact account has the permission to search for Contacts.
%CUSTOMER specifies inactive contact - the request is NOT created as expected as this should not be allowed (tickets to be open for employees who are no longer with the Company cannot be raised)
%CUSTOMER specifies incorrect contact - the request is NOT created as this is a error condition.
%CUSTOMER is empty - the parameter is ignored - ( no error condition in finding the contact.) - the request is created here based solely on other parameters.
Allow_anonymous does not work in conjunction with %CUSTOMER.

Following are some more detailed scenarios.

Scenario_1:

%CUSTOMER=XYZ123 is known by Service Desk and is active
Sender has an email address known by Service Desk and this user has the appropriate permissions to search for Contacts

• The request is created with:
  
  Affected_End_User = XYZ123
  Reported_By (Log_Agent) = user corresponding to the email address of the sender

Scenario_2:

%CUSTOMER=XYZ123 is known by Service Desk and is active
Sender has an email address unknown by Service Desk or known by Service Desk but with the user not having the appropriate permissions to search for Contacts

• The request is NOT created because the Customer is not found (user corresponding to the email address of the sender doesn't have the appropriate permissions)

Scenario_3:

%CUSTOMER=XYZ123 is known by Service Desk and is inactive
Sender has an email address known/unknown by Service Desk

• The request is NOT created because the Customer is not found

Scenario_4:

%CUSTOMER=XYZ123 is unknown by Service Desk
Sender has an email address known/unknown by Service Desk

• The request is NOT created because the Customer is not found

Scenario_5:

%CUSTOMER keyword not present
Sender has email address known by Service Desk

• The request is created with:
  
  Affected_End_User = user corresponding to the email address of the sender
  Reported_By (Log_Agent) = user corresponding to the email address of the sender

Scenario_6:

%CUSTOMER keyword not present

Sender has an email address unknown by Service Desk

• The request is created with:
  
  Affected_End_User = System_Anonymous
  Reported_By (Log_Agent) = System_Anonymous

Environment

Release:
Component: ARGIS