CA Service Management

We are using maileater for auto creation of incident from mail. When incident is created, a reply is sent to end user mentioning ref_num of incident. It is required to change reply mail subject and body. Please suggest steps and way of change out-of-the-box reply.

Hi Abinash,

It is not possible to modify\amend the 'reply mail' sent out by Maileater. See the below tech doc:

Is there a way to make the Ticket id and Summary b - CA Knowledge 

For met your requirement, rather disable this reply mail onthe Mailbox Rule and then use the Initial Activity Notification which you have more control over. The OOTB Initial Activity Notification already has most of the info you need and you can modify it as desired or even add a Notification Rule with your own defined Message Template.

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Kind Regards,

Brian

Hello Brian,

I think this link is not for new version as in SD 17 version incident number is mentioned in reply email body.

We want to include same incident number mail subject and change few wording.

There should be some way for this.

Hi Abinash,

This functionality has not changed and remains the same from r12.x --> r14.x --> r17.x.

If you need more control and for this functionality to be configurable, you will need to log an Idea (Enhancement Request)

P.S. I have since updated the KB article to reflect r17.x as well ;-)

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Kind Regards,

Brian

As per this article Ticket number can't be added to mail body/subject as reply is sent before incident creation but it is not correct. In our case incident number is clearly displayed in mail body which means article is not valid. Therefore it is expected that body/subject can be changed also. Definitely in somewhere service desk project it must have been configured. Requesting for resolution from experts who have done this. 

Abinash has 'Allow Anonymous' configured for maileater, allowing emails that don't map to an existing contact to raise a ticket.  Activity Notification rules won't work for such a ticket as the contact is always 'System_Anonymous'. 

You can include the attributes of the new ticket in the 'Success Text' and 'Success HTML' text in a Mailbox Rule, in just the same way as you would in a Notification Message Template.  Since the attributes are being accessed in the scope of a ticket rather than in the scope of an activity log record, the syntax to reference them is for example '@{web_url}' or '@{status.sym}' rather than '@{call_req_id.web_url}' or '@{call_req_id.status.sym}'.  Use '<br>' tags to separate lines in the HTML text.  The 'Notification Phrase' facility can also be used:

Choose a Notification Phrase - CA Service Management - 17.1 - CA Technologies Documentation 

The Subject line for the maileater reply does not seem to process ticket attributes, so you'll have to use something generic like 'Service Desk auto-reply', as the same text is used on success and on failure.