we are currently testing on CA SDM 17.0 and are encoutering the following issue:
Once a mail is sent to SDM and processed to generate a new incident/... the e-mail subject is prepended to the incident/...-summary surrounded by square brackets and dashes followed by the first part of the mail body.
We now would like to change this behaviour to act as follows:
- the exact e-mail subject is copied to the incidient/...-summary w/o any square brackets, dashes or else
- the e-mail body (w/o the prepended subject) is copied to the incident/...-description
Is there any recommendation on how to achieve this behaviour? TextAPI possibly?