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Mail Eater group not working

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  • 1.  Mail Eater group not working

    Posted 06-11-2018 07:37 AM

    Hi,

     

    I'm doing some tests with mail eater, but I've some noob issues.

     

    For example, I send the group in the body of the email but it don't set the ticket group

    I already tried many ways like:

    %GROUP=testgroup

    %GROUP=U'******'

    %GROUP=xxxx

     

    I also tried to set it as default in "textAPI Defaults" field in the rule option.

    INCIDENT.GROUP=testgroup

     

    Regarding the documentation and all internet topics that I've read this should be a simple thing...

     

     

    I also got z_ fields, I've added them to the text_api.cfg, but it not set the field value

    text_api.cfg

    INCIDENT.z_external_reference=z_external_reference.STRING

     

    Any idea how to solve this?

     

     

    Another "extra" question, for z_fields that are an SREL can you provide how to configure this in text_api? (api.cfg and SPEL)

     

    Thank you in advance.



  • 2.  Re: Mail Eater group not working

    Posted 06-11-2018 09:04 AM

    HI Franciso,

     

    1. What is the ServiceDesk version and patch level you are on?

     

    2. Regarding the setting of the group, check the stdlog if the are any errors reported? Also check if the resulting ticket has an assignee, it could well be that the assignee is not a member of the group, hence the group not set.

     

    ===

    Kind Regards,

    Brian



  • 3.  Re: Mail Eater group not working

    Posted 06-11-2018 11:13 AM

    Hi,

     

    I'm using 17.1 version.

     

    The ticket has no assignee.

    When creating the ticket, I got the following error message:

    Input will be ignored.AHD58007:Problem Occurred trying to set GROUP=testgroup.

    Note that the testgroup exists.



  • 4.  Re: Mail Eater group not working

    Broadcom Employee
    Posted 06-12-2018 09:51 AM

    HI Franciso,
    As there is error message in the log, it is better to have a support case to work on it.
    Please let us know the case number after you open a support case for this problem.
    Regards,
    Derek



  • 5.  Re: Mail Eater group not working

    Posted 06-11-2018 11:32 AM

    Hi,

    I've noticed if I define the log_agent the group is set to the one that I've defined.



  • 6.  Re: Mail Eater group not working

    Posted 06-12-2018 06:01 AM

    I would suggest you log an official case with Support for further investigation...



  • 7.  Re: Mail Eater group not working

    Posted 06-12-2018 10:07 AM

    Hi,

     

    And regarding the  z_fields that are an SREL can you provide how to configure this in text_api? (api.cfg and SPEL)

     

    Thanks



  • 8.  Re: Mail Eater group not working

    Broadcom Employee
    Posted 06-12-2018 10:55 AM

    Hi Francisco,

    There are couple community discussions about this topic.

    [text_api] Help with lookup methods

    variables do not respond

    Set Request Solution using text_api / pdm_text

    MailEater Error

    Please let me know which help.

    Regards,

    Derek



  • 9.  Re: Mail Eater group not working

    Posted 06-15-2018 02:11 PM

    Hi Derek,

     

    The following link helped

    variables do not respond

     

    But I'm not able to put this to work...

    I have a string field z_personal_tax_id that saves an id, and I want to set the customer of the ticket based on this field.

     

    I create the following spel:

    z_lookup_by_tax(...) {

        string method;
        method="z_lookup_by_tax";
        string tax;
        sn=argv[0];
     object resultList;


        logf(TRACE, "%s where clause: z_personal_tax_id=%s", method, tax);
     send_wait(0, top_object(), "call_attr", "cnt", "sync_fetch", "STATIC", format("z_personal_tax_id = '%s'", tax), -1, 0);
     resultList = msg[0];

     if (msg[1] > 0) {
            set_error(1);
            set_return_data(""); 
        } else {
            set_return_data(msg[0]);
        }
     return;
    }

     

    In the text_api.cfg I set the following:

    INCIDENT.TAX_CUSTOMER=customer.UUID.z_lookup_by_tax

     

    But I'm getting an error in the log file:

    Log:

    domsrvr              7824 ERROR        top_ob.c              4030 Got msg with type set to 0
    spelsrvr             2856 ERROR        cr_chg_text_api.spl   1396 AHD58009:Could not create Incident. Reason: INVALID - AHD03123:Required attribute Affected End User is missing

    Any idea how to solve this?

    I'm stuck on this...

     

    Thanks in advance



  • 10.  Re: Mail Eater group not working

    Posted 06-18-2018 03:46 AM

    Hi Francisco,

     

    It appears ticket is not created because the affected end user which is a required field is not being set. Please log an official support case as previously mentioned as your issue seems to require a deeper investigation and debugging.

     

    ===

    Kind Regards,

    Brian



  • 11.  Re: Mail Eater group not working

    Posted 06-18-2018 04:43 AM

    Case: 01117409



  • 12.  Re: Mail Eater group not working

    Broadcom Employee
    Posted 06-18-2018 04:27 PM

    frteixeira 

     

    I am going to mark this thread as "Assumed Answered" since you are working with CA Support via a standard CA Support case.

     

    Once the CA Support case has been resolved, please post the resolution so that other community members can benefit.



  • 13.  Re: Mail Eater group not working
    Best Answer

    Posted 06-23-2018 11:31 AM

    Hi,

     

    For the group issue, I found that it was related with the email body.

    We had something like:

    %z_reference=123

    %group=testgroup

    #AREA=an area

    %customer=customer

     

    We changed the #AREA to the end (or the beginning) and it started to work fine.

     

    For the z_personal_tax_id lookup we used a workaround.

    We save the value on the string1 field. And then a trigger to run a spel to look up for the contact and set it as the customer.

     

    Thanks