AnsweredAssumed Answered

Create contacts for anonymous mail created tickets

Question asked by geirto on May 9, 2017
Latest reply on May 12, 2017 by Kyle_R

Hi All,

Have any of you been involved in requirements regarding creating and assigning a contact based on an Incident/Request being created from an email read by the maileater in CA Service Desk Manager (version 14.1.03). If the email is not known it will be created against the System Anonymous  (yes this installation allows for anonymous email and the extra spam-filtering and other security related issues will be handled on the mail-server) but this will then not enable any of the defined notification rules for notification to the Affected end user.  


The wanted behaviour is that instead of creating the Incident/Request against the System Anonymous user a new contact should be created for that email-address and preferrably also related to organization/tenant based on the domain-name of the email-address and set as the Affected End User. I understand that the most likely way of solving this is in spel-code, and my main question is if it is possible to update any attribute on the Incident/Request with the sender's email-address?


Best regards,

Geir Torsteinsen