’Group’ is not set on a Service Desk Incident when it is created via the maileater interface.

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Article ID: 6310

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Updated On:

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

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.

Environment

CA Service Desk Manager r12.9, r14.1, r17.0

Resolution

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.

  Mail Body:

%SUMMARY=Sample01
%CATEGORY=Applications
%CUSTOMER_NAME=Cust1
%GROUP=Group01
 

 Generated incident:

 

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As a workaround, if the '%CUSTOMER_NAME=' parameter is omitted from the body of the email, the group attribute will be set on the generated incident. In this case, the customer will automatically be set to the contact who's email address matches that of the sender of the email. That contact however, must have an Access Type that has the licensed option checked.

 Mail Body:

%SUMMARY=Sample01
%CATEGORY=Applications
%GROUP=Group01

 Generated incident:

 

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Attachments

1558714863407000006310_sktwi1f5rjvs16tlp.jpeg get_app
1558714861539000006310_sktwi1f5rjvs16tlo.jpeg get_app
1558714859573000006310_sktwi1f5rjvs16tln.jpeg get_app