e-mail commands

e-mail commands

I all,

I've a problem with the e-mail commands.
I'm trying to addrequest/editrequest/closerequest a ticket, but the only thing I'm able to do is add a new request.
In all the other cases (edit, close) I only create a new ticket.
I read a lot of solutions e discussions in the forum, but I'm still not able to let it works.

I have the following version of SD+ : 8.0.0 Build 8016

This is how the e-mail command is configured:



and this is the technichan I'm using


and, at the end, these are the mails I use:

to open
To:servicedesk@XXXXXXXXX.XXX
Subject:@SDP@[SUBJECT]
@@OPERATION=AddRequest@@
@@REQUESTTEMPLATE = EU Incident Management@@
@@REQUESTTYPE = incident@@
@@IMPACT = Affects User@@
@@URGENCY = High@@
@@PRIORITY = Medium@@
@@MODE = E-Mail@@
@@GROUP = EU_INFRA_SYSADMIN@@
@@TECHNICIAN = _servicedesk@@
@@REQUESTER = XXXXX YYYYYYYY@@
@@REQUESTEREMAIL = xxxxx.yyyyyyyy@XXXXXXXXX.XXX@@
@@CATEGORY = System Maintenance@@
@@SUBCATEGORY = Backup System@@
@@ITEM = Library Problem@@
@@SITE = EU XXXXXXXXX@@
@@DESCRIPTION = non funziona@@
@@RESOLUTION = ora funziona@@

this is the result


This is the editrequest mail

To:servicedesk@XXXXXXXXX.XXX
Subject:@SDP@[SUBJECT]
@@OPERATION=EditRequest@@
@@REQUESTID = 37522@@
@@PRIORITY = High@@

and this is what I got


And the same for the closerequest action.

Can anyone explain me where I'm wrong ?

Thanks in advanced
Francesco


























































              New to ADManager Plus?

                New to ADSelfService Plus?