CA Service Management

Hi, I am new to CA Service desk. I am trying to set incident group via email, all other properties I can set, except this one.

In configuration file we have:

%GROUP=group.UUID.lookup_group

I am not sure wheter you need to specify a group name after =, or UUID?

We have Group named  "Techninė grupė" that is valid for incidents.

I tried this:

%Group=<Group Name> should be the syntax being used

You must confirm that the Group Name value matches exactly what is set within CA SDM

Thank you for answering, I tried:

%Group=<Techninė grupė>

%GROUP=<Techninė grupė>

%Group=<PVG>

But still doesn't work... Name of the group are exactly the same

%Group=Techninė grupė should work

Have you tried a group name that does not have any special characters (i.e. ė)

This 

%Group=Techninė grupė

was my first try. And yes, I tried other groups without specific characters, like

%Group=PVG

%Group=Pagalbos tarnyba

Nothing worked. So if you say that should work, probably the problem is in the configuration file?

The configuration file (NX_ROOT\site\text_api.cfg) should have the following entry under [KEYWORDS]

INCIDENT.GROUP=group.UUID.lookup_group

Regards,

Gordon

Unfortunately in configuration file we have that entry under [KEYWORDS]

INCIDENT.GROUP=group.UUID.lookup_group

Thank you all. We will try to analize the problem. The question is answered.

We found out what was the problem. So in Service Desk there was 2 users with the same email address, one have the rights to change the group, the another one no. One user had limited access type. So because of that the system didn't let to assign the group. We tried from another user's email, who has only one use with that email and have right access type - worked.