’Group’ is not set on a Service Desk Incident when it is created via the maileater interface.

Document ID : KB000006310
Last Modified Date : 14/02/2018
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Issue:

When a new incident is generated from the maileater or text_api interface, with the parameter ”%GROUP=Group1” in the body, the GROUP field on the generated incident detail was empty and not set to "Group1" as expected. This problem can occur when an employee user (Access Type set to Employee) is set for the "%CUSTOMER_NAME=" parameter in the mail body.

Environment:
CA Service Desk Manager r12.9, r14.1, r17.0
Resolution:

The behaviour is a design. It is a restriction enforced when a contact, who's Access Type does not have the licensed checkbox checked, sends the email to generate the Incident.

See the screenshot below:

Administration tab > Security and Role Management > Access Type > Employee > 'Licensed?' check box.

GW-00489.jpg

Contacts with a non-licensed Access Type can view and update the personal data only.

In this example email body below the Cust1 contact has the Employee Access Type. Therefore, the group value 'Group1' was not set on the generated incident.

  Mail Body:

%SUMMARY=Sample01
%CATEGORY=Applications
%CUSTOMER_NAME=Cust1
%GROUP=Group01
 

 Generated incident:

 GW-00490.jpg

As a workaround, if the '%CUSTOMER_NAME=' parameter is omitted from the body of the email, the group attribute will be set on the generated incident. In this case, the customer will automatically be set to the contact who's email address matches that of the sender of the email. That contact however, must have an Access Type that has the licensed option checked.

 Mail Body:

%SUMMARY=Sample01
%CATEGORY=Applications
%GROUP=Group01

 Generated incident:

 GW-00491.jpg