How to Configure the Mailbox to Handle Inbound Emails

Email lets you communicate with end users, such as employees or customers. The mailbox in CA SDM handles inbound emails from users and provides action according to the email. For example, the user sends an email to CA SDM to create an incident. Mailbox checks the email, creates an incident, and sends a notification back to the user.
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Email lets you communicate with end users, such as employees or customers. The mailbox in CA SDM handles inbound emails from users and provides action according to the email. For example, the user sends an email to CA SDM to create an incident. Mailbox checks the email, creates an incident, and sends a notification back to the user.
CA SDM provides a default mailbox (named Default) that is active and ready for use within your organization. You can modify the default mailbox, create more mailboxes, or both. After creating a mailbox or modifying the Default mailbox, define the mailbox rules. The Mailbox rules let you configure any actions, replies, or both.
The rules that are applicable for one mailbox cannot be associated with another mailbox. To reuse the same rules for a different mailbox, recreate them for the other mailbox. You can also copy the existing mailbox. We recommend that you set the associated mailbox to inactive before configuring a mailbox rule. Else, any messages that are retrieved between your first change and last change are processed with rules that are in effect.
Follow these steps:
  1. Log in to the web UI from the following servers, depending on your CA SDM configuration:
    • Conventional: Primary or secondary servers
    • Advanced availability: Application or background servers