CA Service Management

Hi guys,

Do anyone of you know if it is possible to configure the behavior of maileater regarding what it logs?

Currently, when you reply to a SDM notification, it generates 3 entries in the activity log.

1. Log comment : User how replied : text of the reply.
2. Log comment : Ticket has been updated via text interface.
3. Add an attachment : Add the reply as an attachment.

The problems with these are :

1. It becomes messy
2. Here, we send notification to the assignee when someone log a comment or add an attachment. So every time the end user replies to a notification, the assignee receives three notifications ...

Can we prevent maileater from logging the second one?

Can we prevent maileater from adding the email as an attachment?

Thank you.

Hi Pier-Oliver,

The trouble with turning off some of the activity associations and activity notifications is that those are things that are at a global level.   Meaning, the "log comment" activity association/notification would have to be turned off, which would affect the notifications that you DO want to occur.  I am not really sure of a way to do this without affecting the other notifications as the type would be "log comment" for a lot of them.  The reason you are getting the attachment notification is because there is an activity notification set up for that, and you have the "attach email as attachment" option turned on in the mailbox - so that is expected.  Not sure of the best way to handle this - maybe other customers out here on the community can share their experience with you.

Regards,

Jon I.

Thanks for your reply Jon.

This is what i was expecting.

I'll wait, in case someone has a good idea.

Pier-Oliver, take a look at text_api.cfg in the sdm install \site folder. You may have this

DEFAULT_LOG_CODE=LOG

if it is, delete this line and then recycle the Text API Daemon...this should remove your second "log comment".

Thanks _Chi

Thanks Chi, i'll give a try tonight.

There is also this workaround:

http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec556417.aspx

There is also this open Idea for improvements:

"Updated via EMAIL interface" auto notification

J.W.

Thanks J_W, i'll give it a try since Chi's solution does not seems to work!

Pier-Oliver, sorry I didn't have an install handy to test it out...maybe it takes that as default? So can you try

instead of remove the line totally you modify it to

DEFAULT_LOG_CODE=ABCD

Thanks _Chi

Changed it, killed pdm_maileater, test. Does not seems to work. I'll wait until the morning reboot tomorrow to see if it changes something.

you recycled maileater? I don't think that will do anything. It should be Text API Daemon not maileater.

pdm_text_nxd?

Yes, this one.

I was unable to update a request via email this morning with this settings. I'll give a shot to J_W's workaround!

Thanks anyway Chi.