17.3 - maileater - does not update locked Incidents - creates new one

[Peter Schmidt]

Hi all,
in a customer system, it happens sporadically that maileater creats new incidents although an existing incident should have been updated.
We have checked the email subject. This is correct in content as with all others that actually update the incident.

After checking stdlog I found that target incident is locked in the time maileater should update it.

Seems that maileater in this case creates a new incident.
This is wrong behaviour.

Can maileater be parameterized to rerun emails which could not update incident because it is locked?
It's not allowed to create a new incident in the lock-situation.

Thanks and Regards,
Peter

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Senior Technical Consultant
Fujitsu Services
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[Peter Schmidt]

Hi,
Further investigations have shown that it is not because the incident was blocked.
A new incident may have been created because the sender or his email address is not available in the SDM.

Is there any experience here how this miss-behaviour could be managed?

The target incident exists and instead of adding a log to the existing incident 
a new incident is created with created_by = system_anonymus

When incident exists it has to be updated not newly created when email_address does not exist.

Regards,
Peter

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Senior Technical Consultant
Fujitsu Services
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[Peter Schmidt]

Hi all,
it's not a bug ...it's a feauture.

Incidents only can be updated by email (maileater) when the sender is
- the owner (customer) of the incident
- or an analyst in SDM
with known email-address in SDM.

In all other cases normally an error is created and sent back to the sender that he cannot update/create an (existing) incident.
If you want those emails registrated in the system you can set Allow_Anonymus. Then emails which have no known sender-email create a new email (maileater) with system_anonymus as owner.

Regards,
Peter

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Senior Technical Consultant
Fujitsu Services
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