CA Service Management

  • 1.  Different email account to create and update the ticket - Email eater

    Posted Oct 12, 2016 09:00 AM

    Hi All,

        We have a requirement to use two different mail account to create and update ticket in CA SDM. One account will be responsible for only creating the tickets while other should only update the ticket. Is it possible in SDM via email eater? However we have only one mail server.

    Thanks,

    Vikash



  • 2.  Re: Different email account to create and update the ticket - Email eater

    Posted Oct 12, 2016 01:38 PM

    You can set up multiple Mailboxes with different Mailbox Rules. On the Administration tab under Email.



  • 3.  Re: Different email account to create and update the ticket - Email eater

    Posted Oct 17, 2016 07:21 AM

    Thanks Lindsay for your reply. But my concern is if we create new mailbox, we need to provide the hostname, username which will be same for previous mailbox.

     

    How can I differentiate among the two mail accounts that - One mail account should only create the ticket while other account should only update.

     

    Thanks & regards,

    Vikash



  • 4.  Re: Different email account to create and update the ticket - Email eater

    Posted Oct 17, 2016 01:09 PM

    Hi Vikash,

    Each mailbox you set up would have a different username (or possibly a different hostname if it were a different email system). You would not define an additional mailbox with the same hostname/username as a previous one.