CA Service Management

  • Private Community

  • 1.  Create ticket via email when user is a analyst in role.

    Posted Oct 04, 2018 01:01 AM

    Hi ,

    We have implemented CA SDM 12.7 in our organization. We have enabled create ticket by email. But We are facing a issue when a analyst sends a email to create a ticket we receive a response "AHD58004:Cannot determine valid requestor id.  Cannot continue processing!".  

     

    Kindly guise how to resolve this issue.

     

    Kind Regards,

    Kiran N.



  • 2.  Re: Create ticket via email when user is a analyst in role.

    Posted Oct 04, 2018 01:50 AM

    Maileater uses the 'from' address of the incoming email to determine the requestor.  So my first thought would be to search Contact details, filtering for that email address.  Is the email address correct in the analyst's Contact record?  Is there more than one contact with the same email address (whether the contact is Active or Inactive)?

    Regards,

    James



  • 3.  Re: Create ticket via email when user is a analyst in role.

    Posted Oct 04, 2018 02:33 AM

    Hi All,

     

    I found the solution followed the Solution Document: RI11439.

     

    Thanks and Regards,

    Kiran Nehete

    Sr. Technical Lead | Six Sigma| ITIL

    Phone: +91-22-29266666 x 1499 | Cell: +91-9833930771

    Email: Kiran.nehete@rolta.com<mailto:Kiran.nehete@rolta.com>



  • 4.  Re: Create ticket via email when user is a analyst in role.

    Broadcom Employee
    Posted Oct 08, 2018 09:18 AM

    Hey Kiran,

     

    I'm not sure why SDM 12.7 is being implemented now, as this has been an end of support release for more than three years now. 

     

    CA Service Desk Family Release and Support Lifecycle dates - CA Technologies 

     

    Our recommendation is for you to upgrade to a supported release very soon.

     

    _R



  • 5.  Re: Create ticket via email when user is a analyst in role.

    Posted Oct 04, 2018 02:28 AM

    Solution Document: RI11439