The notification email sent by Service Desk Manager contains [[- and ]]- around the subject text.

Document ID : KB000049611
Last Modified Date : 14/02/2018
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Description:

The notification email sent by Service Desk Manager contains - and - around the subject text. This document explains what may cause this.

Solution:

When the Mailbox Rule that is in effect specifies "Prepend" or "Append" for the value of the "Add Subject Line" field, the notification email that is generated contains - and - around the subject text.

This is working as designed.

Here is a simple example:

  1. Navigate to the Administration tab and create a new Mailbox Rule. Ensure that Sequence Code that is specified is assigned a number lower than that of any Mailbox Rules for the specified Mailbox. It is generally recommended that you set the associated Mailbox to Inactive before you configure a Mailbox Rule and activate it later after you have added the rule. In the screenshot below, the "Add Subject Line" field is set to "Prepend".

    Figure 1

  2. Send an email to ServiceDesk to open a Request ticket.

    Figure 2

  3. From Service Desk, view the ticket that was created. Notice that the ticket that has been created contains the extra - and - characters.

    Figure 3

  4. In this example, the following out-of-the-box Notification Rule with the specified out-of-the-box Message Template is in effect, and the Assignee has "Email" as the Method of notification.

    Figure 4

  5. Change the Status of the Request is to "Closed". The assignee of the request receives an email which shows the same - and - characters that are in the Request.

    Figure 5