CA Service Management

Hi Folks,

    We want to create a mail box rule to create an Incident.

 My Subject line Containing below line:

incident [sd5] ACKNOWLEDGEMENT: 'backups' on 'testserver' is CRITICAL

Can any one help me to create the rule.

Thanks in Advance.

Regards,

Vikash

Hi,

Rules will depend on the action you would like to take for this subject(or part of it).

So what is your target in terms of the creation of the incident for this subject?

/J

Hi Jerome,

 Thanks for quick reply.

  My subject line should contain:   "incident [sd5] ACKNOWLEDGEMENT:"  at the beginning of the subject line.

Reagrds,

Vikash

Good Vikash

Parsing of the subject itself can be something like

[\t\r\n]*incident \[sd5\] ACKNOWLEDGMENT:*[\t\r\n]

You need to use simple regular expression pattern. Here is the link for example of common one

But the question is what do you want to do with it?

Setup the category, assign to specific group, define the reporting method or other attributes

The main principle of those rules is to be able to define those criteria at the ticket creation.

Regards,

/J

Hi Jerome,

We want to create Incident and setting Area,Group,Description with the body message.

Regards,

Vikash

Setting of those fields are done in the  TextAPI defaults field on the rules details see below for an example

Hope this help

/J

Hi Jerome,

   Thanks for your valuable information.

 Everything is going good until I used square bracket "[" in the filter string. Don't know why when I am using square bracket in the filter string. It is not working anymore.

I am using this pattern:

^[\t\r\n]*incident \[sd5\] ACKNOWLEDGEMENT:*[\t\r\n]

But it is not allowing me to create the incident with above mentioned subject line. Please help me to build the filter string.

Regards,

Vikash

Hello Vikash,

that also depend on how CA have implemented the parsing  so give it a try by double escaping that characters \\[

/J

Thank you very much Jerome.

  Finally it worked for me.

Regards,

Vikash