CA Service Management

  • 1.  Capture CC addresses in servicedesk in case of maileater

    Posted Jul 05, 2018 04:33 AM

    We have configured maileater for incident creation from mail. Currently  mail addresses in cc of mail are not captured anywhere in service desk. Is it possible to capture cc field in anywhere? It is a critical requirement from customer. Need ideas to achieve this.



  • 2.  Re: Capture CC addresses in servicedesk in case of maileater

    Broadcom Employee
    Posted Jul 05, 2018 11:40 AM

    Hi Abinash,

     

    Unfortunately it isn't possible to have the text of the CC/BCC values from the email within the ticket itself. However if you check the 'Attach Entire Email' option in the mailbox definition, the email will be stored as an attachment to the ticket as a .eml or .msg file. Opening these in an email client will display the recipients both in the To and CC fields.

     

    This would be an enhancement which you can post as an "idea" here on the community.

     

    Thanks,

    Scott



  • 3.  Re: Capture CC addresses in servicedesk in case of maileater

    Posted Jul 05, 2018 11:49 AM

    Hello Scott 

     

    We know it's not possible OOB. Need ideas on achieving this via customization or program. 

    As it is a critical customer requirement, need to find out a way for this. We can't wait until ca develops a solution for this. 

     

    Regards 



  • 4.  Re: Capture CC addresses in servicedesk in case of maileater
    Best Answer

    Posted Jul 05, 2018 11:46 PM

    Taking Scott's thought a little further... here are a couple of ideas on how to proceed, with some scripting - and the usual qualification that none of this would be a supported mod.

     

    One possibility would be to use the 'remote reference' capability to run a Perl script (using 'pdm_perl' which is supplied with Service Desk Manager), passing the ticket id.  The Perl script would locate and read the attachment file using 'pdm_extract', parse out the CC string, then push that into a field in the ticket.  Perl can access the output of a 'pdm_extract' command by opening the command with a 'pipe' character appended, as a file handle; and you can build a 'pdm_load' command in Perl to update the ticket with the CC string (for example) and run it as a command line from Perl.  The 'remote reference' would be launched by the 'Initial' Activity Notification.

     

    If you want a more integrated solution and are up for a bit more research, you could use the capability to run Perl directly from Spel - documented by Gutis in this post: SPEL How to Execute Remote Reference via Perl code .  I haven't tried this facility yet but it opens up some very interesting possibilities.

     

    Hope that helps...

    James



  • 5.  Re: Capture CC addresses in servicedesk in case of maileater

    Broadcom Employee
    Posted Jul 13, 2018 02:17 PM

    Mauritius-Telecom-Support 

     

    Do you have any additional questions regarding this topic?

     

    If not, please mark one of the provided answers as Correct so that this thread can be closed.