When an e-mail is sent to the maileater e-mail address to update a ticket, by default it will only look at active tickets.
If you send an e-mail which is intended to update a closed, and therefore inactive, ticket, the following message would be received in the returned e-mail:
AHD58005: Update_Only operation requested with no matching rows. Cannot continue processing!
In order to use maileater to update closed tickets, the following line must be included in the $NX_ROOT\NX.env file:
To add that line to NX.env, and to avoid losing the change when you run pdm_configure, DO NOT manually edit the NX.env file; instead, run the following two commands:
pdm_options_mgr -c -s EMAIL_ALLOW_UPDATE_ON_INACTIVE -v 1 -a pdm_option.inst
pdm_options_mgr -c -s EMAIL_ALLOW_UPDATE_ON_INACTIVE -v 1 -a pdm_option.inst -t
Run the above commands on each CA Service Desk Manager server in your environment.
Next, stop each of the CA Service Desk Manager services and restart them in the required order.
For CA Service Desk Manager 14.1, the maileater is defined under the Administration tab, within the Email folder, within the Mailboxes subfolder. Here is a screenshot showing its location:
Click on "maileater" to view the details. For example, in the following screenshot, the email address can be seen in the User Name field: