When a new incident is generated from the maileater or text_api interface, with the parameter ”%GROUP=Group1” in the body, the GROUP field on the generated incident detail was empty and not set to "Group1" as expected. This problem can occur when an employee user (Access Type set to Employee) is set for the "%CUSTOMER_NAME=" parameter in the mail body.
CA Service Desk Manager r12.9, r14.1, r17.0
The behaviour is a design. It is a restriction enforced when a contact, who's Access Type does not have the licensed checkbox checked, sends the email to generate the Incident.
See the screenshot below:
Administration tab > Security and Role Management > Access Type > Employee > 'Licensed?' check box.
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Contacts with a non-licensed Access Type can view and update the personal data only.
In this example email body below the Cust1 contact has the Employee Access Type. Therefore, the group value 'Group1' was not set on the generated incident.
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