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  • 1.  How to edit/modify template when create ticket through email in sdm 17.0

    Posted Jul 06, 2018 02:50 AM

    Hello All,

     

       I would like to configure SDM for create new ticket through email but ticket has been created on sdm, summary and description field on sdm don't show description in email message. Please advise and guide me how to modify or edit template for create ticket through email.

       I use CA SDM r17.0.

     

     

    Thanks and Regards,

    KS



  • 2.  Re: How to edit/modify template when create ticket through email in sdm 17.0

    Posted Jul 06, 2018 04:04 AM

    Hi KS,

     

    What was the content of the mail that was sent?

     

    It seems to be working fine for me on r17.1.

     

    Can you upgrade to r17.1 and apply the r17.1 rollup patch (r17.1_RU1) on top of it and let us know the behavior then?

     

    ===

    Kind Regards,

    Brian



  • 3.  Re: How to edit/modify template when create ticket through email in sdm 17.0
    Best Answer

    Broadcom Employee
    Posted Jul 06, 2018 08:13 AM

    Hi KS,

     

    You might want to go through this community threads which talks about Maileater at a length.

     

    https://communities.ca.com/thread/16518810#16519129

    https://communities.ca.com/docs/DOC-231152479

     

    Hope this helps you in configuring the maileater for creating SDM tickets with description.

     

    Thanks,

    Maheshwar



  • 4.  Re: How to edit/modify template when create ticket through email in sdm 17.0

    Broadcom Employee
    Posted Jul 13, 2018 02:16 PM

    support922.922 

    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.