Troubleshoot > Troubleshooting: Event Services > Troubleshooting: Setting the category for incidents opened using email

Troubleshooting: Setting the category for incidents opened using email

How do I set the category for my message when I am opening problems via email?

  1. Put each field assignment on a separate line in your mail message, uniquely identified by a label.
  2. Use mapping expressions to extract the information and populate the appropriate fields in the incident.

    The mail message looks like this:
    Fri, 12 Jan 05 14:40:41 -08:00
    Re: Test to assign a category
    John Jones <john@mac.acme.com>
    CATEGORY: example
    This is line 1 of the text of mail. This is line 2 of the text of mail.
  3. In the eventin record, the evfields should appear as follows:

    xjohn^^^^Fri, 12 Jan 01 14:40:41 -08:00|Re: Test to assign a
    category|John Jones<john@hp800.hp.com>|CATEGORY:
    example||This is line 1 of the text of mail.|This is line 2
    of the text of mail.|^^^^^^^^^^^^^John Jones
    <john@mac.acme.com>^^
  4. In the problem open event map record for the category field, enter the following Initialization statements:

    $axtype=type in $axces.target
    if (index("axmail", evuser in $axces)>0) then $axtype=type
    in $axces.target
    if (index("axmail", evuser in $axces)>0) then
    ($ax.action=denull(action in $axces.target);$axl=lng($ax.action))
    if (index("axmail", evuser in $axces)>0) then for $axpos = 1 to $axl
    do ($axt=$axpos in $ax.action;if $axt#"CATEGORY
    then ($axtype=substr($axt, 10, lng($axt) - 9);
    $ax.action=delete($ax.action, $axpos);
    action in $axces.target=$ax.action))
  5. Enter the following Instructions:

    if (index("axmail", evuser in $axces)>0) then category in
    $axces.target=$axtype
    cleanup($axtype);cleanup($axt);cleanup($axpos);cleanup($axl)
    cleanup($ax.action)

This procedure (substituting other field names) allows specification of any incident field values within the body of the email message as long as the map record in which the instructions are entered has a higher sequence number than that of the action (or update.action) field.

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