How to customise an automatic response message from the Service Desk Manager when an email is sent to the maileater maibox?

Document ID : KB000045805
Last Modified Date : 14/02/2018
Show Technical Document Details

Question:

If you send an email to the CA Service Desk Manager (SDM) maileater mailbox, you will receive a response from Service Desk. As a default, you will receive the following message if the mail is processed successfully. How do I change the response?

AHD58046:Successfully Created Incident xx.
or
AHD58048:Successfully Updated Incident xx

Click on the following URL to view Incident:
http://(SDM Server):8080/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=xxxxxx

Original Input:
...

 

Answer:

You can specify your own response message in a Mailbox Rule as per below.

  1. Log into Service Desk using a Service Desk privileged user account and go to 'Email' > 'Mailbox Rules' on [Administration] tab.

    Mailbox_Rules01.jpg
  2. Open a Mailbox Rule associated with a Mailbox you are using.

  3. Open [Reply Success] tab and type a response message in the 'Success Text' or 'Success HTML' field with what you would like the reply to be .

    e.g. 
    If you would like to display a ticket Status in the response message, specify @{status.sym}.

    * If you would like to change the response message sent out when an email fails to be processed,  write the message on [Reply Failure] tab.

    Mailbox_Rules02.jpg

  4. Save the changes. 

 

Additional Information:

Define a Mailbox - Mailbox Rule Actions:
https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/define-a-mailbox#DefineaMailbox-MailboxRuleActions