Maileater/Text API fails to fill assignee value correctly defined in the body of the email sent to Service Desk

Document ID : KB000007793
Last Modified Date : 14/02/2018
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Issue:

It could happen that an email sent to Service Desk to create a new ticket (via maileater process) doesn’t set the Assignee and/or the Group on the base of the correspondent entry defined inside the body of the email. This even if the ticket has been correctly created.

Environment:
CA Service Desk 14.1
Cause:

This kind of problem is usually due to a conflict in consequence of the rules applied when the ticket is created.

Consider that, if both Assignee and Group keywords are present in the body of the email, the Assignee must belong to the Group.

If a Category keyword (it is the Request/Incident Area) is defined in the body of the email, it could have associated an Assignee and/or a Group and, if the ‘Area_Defaults’ option is installed, the request Assignee and Group are populated with the Request Area defaults.

There could be different scenarios; for example, if Request Area has the Assignee associated and the Area_Defaults option is installed, if in the body of the email this request area (in Category keyword) and Assignee and Group are set, if the Assignee defined in Request Area detail doesn’t belong to the Group defined in the body of the email, the result is a ticket with Assignee <empty>.

That because of different and conflicting information provided: the Assignee cannot have at the same time the value provided by the email and the value set as default in the  Request Area (Category) and, being the Assignee set in the Request Area not belonging to the Group coming from the email, it cannot be set in the ticket together with the Group; the ticket has so only the Group set while the Assignee has no value.

If the Assignee set as default in the Request Area should belong to the Group coming from the email, the final result would be a ticket with the Group coming from the email and the Assignee coming from the Request Area default settings.

Resolution:

1. Verify that Assignee belongs to Group

2. Verify if the ‘Area_Defaults’ option is installed and, if so:

    a. Verify if the Request Area has default Assignee and/or Group defined

3. On the base of the previous points, take the appropriate actions (set appropriately or remove the Assignee and Group keywords in the body of the email if a Category having Assignee and Group defaults is also set or uninstall the Area_Defaults option, etc.) in order to have a coherent situation