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Controlling how VMware Service Manager responds to replies from customers to call closure email notifications

Purpose

This article provides information about controlling how VMware Service Manager 8.0 responds to replies from customers to call closure email notifications.

Resolution

To prevent a call from being re-opened via a customer replying to a call closure email notification in VMware Service Manager 8.0, you need to add the registry string PollingDisableReopenCall with a value of 1 to:
 
HKEY_LOCAL_MACHINE\SOFTWARE\Infra\infraEnterprise\System<x>

Where <x> is the number of the system on which you want to enable/disable this feature.
There is also another registry string named PollingDisableExcludeClosedCall, also located in HKEY_LOCAL_MACHINE\SOFTWARE\Infra\infraEnterprise\System<x>.
 
This string determines if an email reply sent to a call that has been closed should be noted against the call or not, and without re-opening the call. If you set the key to 0 or if it is not present in the system registry, replying to an email generated by a call after the call has been closed notes the reply in the call history and generates an email confirmation from VMware Service Manager that the note has been added to the call.
 
If you set the key to 1, replying to an email generated by a call after a call is closed does not note the reply in the call history and only generates an email confirmation from VMware Service Manager to the sender that the call is closed and has not been updated.

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