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

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

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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