Implementing Policy › Email Administration › How to Implement Mailboxes › Edit the Default Mailbox

Edit the Default Mailbox

CA SDM provides an active default mailbox that you can edit to suit the mail delivery needs of your organization.

To edit the default mailbox

1. On the Administration tab, browse to Email, Mailboxes.

   The Mailbox List appears and lists active mailboxes.

2. Click Default in the Name column.

   The Default Mailbox Detail page appears.

3. Click Edit.
4. Complete or update the other fields as appropriate:

   Sequence

   Specifies the sequence number of the rule. Messages are checked against rules in sequence number order from lowest to highest.

   Mailbox

   Specifies the mailbox to which this rule belongs.

   Active

   Sets the rule to active or inactive.

   Filter

   Specifies what part of the email to search for the filter pattern, for example, Subject contains.

   Filter String

   Specifies a regular expression string to match, for example, [ \t\r\n]request[ \t\r\n]. The placeholder {{object_id}} lets you specify the artifact value for the Text API to use for associating the message with a specific ticket.

   Ignore Case

   Specifies whether to consider letter case when matching patterns.

   Action

   Specifies the action to take when the filter criteria matches, for example, Create/Update Object.

   Note: For information about rule actions, see the Administration Guide.

   Action Object

   Displays the type of ticket object to which message actions apply, for example, Request.

   Minimum Artifact Type

   Sets the minimum type of artifact checking that you want to allow:

   • NONE—Specifies no validation of artifacts. This value is the same as not adding the keyword to the input file. Also accepts Text API ticket ID commands.
   • PROTECTED—Validates a ticket against the hash for confirmation. If confirmation fails, the artifact is considered invalid and the email fails filtering where filtering is looking for an artifact ({{object_id}}).
   • SECURE—Validates the ticket number from an encrypted data block. If the value is not a valid encrypted ticket number, the artifact is considered invalid and the email fails filtering where filtering is looking for an artifact ({{object_id}}).

   Note: Types that are more secure than what is set are allowed. In other words, if you set the minimum type to PROTECTED, then both PROTECTED and SECURE are allowed, but NONE is not. Also, if PROTECTED or SECURE are selected, Text API ticket ID commands are not accepted.

   Reply

   Specifies a notification method to send an automatic response, for example, Email. If you do not set this option, no response is returned. The response indicates success or failure of the actions performed for the message, and is separate from any notifications.

   Reply Subject

   Specifies a subject line for the reply, for example, Service Desk Response.

   Write to stdlog

   Write email text to the standard log (stdlog) if the filter matches.

   Log Entry Prefix

   Specifies a prefix to add when writing email text to the standard log entries. Use this option to enable matching log entries to rules.

   Add Subject Line

   Adds the subject line from the original message to the message body before processing. You can append, prepend, or not add a subject line. The subject line is attached to either the ticket Description or a Log Comment, depending on the actions for the message.

   Text API Defaults

   Specifies additional default commands for the Text API when the filter matches. Combines with the contents of the [EMAIL_DEFAULTS] section of the text_api.cfg file.

   Text API Ignore Incoming

   Specifies additional Ignore Details for the Text API when the filter matches. Combines with the contents of the [EMAIL_IGNORE_INCOMING] section of the text_api.cfg file.

   Details

   Specifies information about the rule.

   Success Text

   Specifies the plain-text contents of a reply message when the message is processed successfully. For example:

   Thank you for submitting an update to your request. A support technician will contact you within the next 24 hours.
   

   Success HTML

   Specifies HTML contents of a reply message when the message processes successfully. The following options let you edit and preview HTML text:

   • Edit Success HTML—Opens the HTML Editor which you can use to format the HTML.
   • Quick View—Previews the HTML.
   • HTML Source—Shows the HTML source.

   Failure Text

   Specifies the plain-text contents of a reply message when the message does not process successfully.

   Failure HTML

   Specifies HTML contents of a reply message when the message does not process successfully. The following options let you edit and preview HTML text:

   • Edit Failure HTML—Opens the HTML Editor which you can use to format the HTML.
   • Quick View—Previews the HTML.
   • HTML Source—Shows the HTML source.

   Note: For more information about mailbox rules, see the Administration Guide.

5. (Optional) Create or update the mailbox rules and policies as appropriate.

   Note: When you create mailbox rules, you associate them with a specific mailbox—another mailbox cannot share those rules. If you want to use rules that belong to one mailbox for a different mailbox, recreate them for the other mailbox.

   Important! We recommend that you set the associated mailbox to Inactive before you configure a mailbox rule. Otherwise, any messages that the mail server retrieves between your first change and the last change are processed with whatever rules are in effect when the message is retrieved.

6. Click Save.

   The changes to the default mailbox are saved and applied. The first poll occurs after one second.