CA Service Management

Attempting to create tickets via email (through maileater).

Using the following format:

%Requester=ID0000001

%Customer=ID0000001

%Category=Assistance-Inquiry.Hardware.PC

%Status=Acknowledged

%Assignee=ID0000002

%Group=CSS T2 On Site Salem

%Summary= Test 1 for Jordan

%Description=

Testing testing

This emample will create the ticket (with all fields indicated above). EXCEPT that it will no longer since the migration to SDM 17.0 attach this ticket to the assignee listed. The assignee remains blank. Any thoughts?

Thanks!

Jordan, do you see something in the stdlog? Thanks _Chi

Nothing that seems particularly helpful.

Is the Assignee a member of the Group?

Yes, they are. 

Hi,

check file $NX_ROOT\site\text_api.cfg on new and old version SDM. If you previously modify this file check file $NX_ROOT\site\mods\text_api.cfg (Did you migrate this file on new version?).

Doc about text_api.cfg https://support.ca.com/us/knowledge-base-articles.tec481349.html

Lumir

Hi Jordan,

This is something that was changed in 14.1 CP2.  You can see the information about it herehttps://docops.ca.com/ca-service-management/14-1/en/release-information/what-s-new-in-this-release/ca-service-management-release-14-1-02-enhancements#CAServiceManagementRelease14.1.02Enhancements-CAServiceDeskManagerEnhancements

Thanks,
Jon I

Sorry my last post on this one had a rogue URL in it - the correct URL to the page where it explains this change that was made in CP2 is found here: CA Service Management Release 14.1.02 Enhancements - CA Service Management - 14.1 - CA Technologies Documentation 

Hey Jon,

I reviewed the link, but could not find out what exactly changed from the notes that prevent's the assignee from no longer working.

Thanks

William

Was anybody able to resolve the assignee mailtag not working?

This was something that was found to be a defect by CA, at least in our scenario.

They were able to provide a test fix although I have not attempted to implement it as of yet.

This may be a solution for you as well? The test fix provided was T52Y763.caz.