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@@