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Maileater isn't working
Claudio Coutinho
Oct 19, 2021 05:50 AM
Hi guys. I have a mailbox with the following configuration: "Subject contains [ \t\r\n]ctm.alert[ \t\r\n]" ...
Cristi Mitrana
Oct 20, 2021 06:55 AM
Try removing (from bottom to top) one line from the defaults and see if the ticket is created. My guess ...
Claudio Coutinho
Oct 20, 2021 10:46 AM
No, I didn't add this field in the file text_api.cfg. It's necessary? It would be in the "keywords" ...
Cristi Mitrana
Oct 21, 2021 04:32 AM
If you want to use a custom defined field, you need to teach Maileater about it, by adding it to the ...
1.
Maileater isn't working
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Claudio Coutinho
Posted Oct 19, 2021 05:50 AM
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Hi guys.
I have a mailbox with the following configuration: "Subject contains
[ \t\r\n]ctm.alert[ \t\r\n]"
INCIDENT.GROUP=STI - SCHEDULLER
INCIDENT.CATEGORY=TI.INFRAESTRUTURA.APLICATIVOS.CONTROL M.MAU FUNCIONAMENTO - JOB
INCIDENT.PRIORITY=2-Alta
INCIDENT.URGENCY=3-Alta
INCIDENT.IMPACT=2-Múltiplos grupos
INCIDENT.STATUS=Aberto
INCIDENT.TENANT=TI
INCIDENT.PROPERTY={{Atendimento}} Atendimento Corporativo
INCIDENT.Z_FRENTE_ATENDIMENTO=Outros
Emails are being sent to the directory, but the incident has not been created and I am getting the following error:
AHD58009:Could not create Incident. Reason: INVALID - AHD03066:Unknown name.
I've already cleared this directory and stopped the pdm_maileater_nxd and pdm_text_nxd process, but the problem persists.
Could you help me with this problem?
2.
RE: Maileater isn't working
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Recommend
Cristi Mitrana
Posted Oct 20, 2021 06:55 AM
Edited by Cristi Mitrana Oct 20, 2021 06:54 AM
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Try removing (from bottom to top) one line from the defaults and see if the ticket is created.
My guess is that maileater doesn't understand what
INCIDENT.Z_FRENTE_ATENDIMENTO
represents - did you add this custom field to
text_api.cfg
?
3.
RE: Maileater isn't working
0
Recommend
Claudio Coutinho
Posted Oct 20, 2021 10:46 AM
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No, I didn't add this field in the file text_api.cfg. It's necessary? It would be in the "keywords" session?
Original Message
Original Message:
Sent: 10-20-2021 06:54 AM
From: Cristi Mitrana
Subject: Maileater isn't working
Try removing (from bottom to top) one line from the defaults and see if the ticket is created.
My guess is that maileater doesn't understand what
INCIDENT.Z_FRENTE_ATENDIMENTO
represents - did you add this custom field to
text_api.cfg
?
4.
RE: Maileater isn't working
0
Recommend
Cristi Mitrana
Posted Oct 21, 2021 04:32 AM
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If you want to use a custom defined field, you need to teach Maileater about it, by adding it to the
text_api.cfg
file, in the keywords section
See
https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/reference/ca-service-desk-manager-reference-commands/technical-reference/ca-sdm-text-api-interface.html.
Original Message
Original Message:
Sent: 10-20-2021 10:45 AM
From: Claudio Coutinho
Subject: Maileater isn't working
No, I didn't add this field in the file text_api.cfg. It's necessary? It would be in the "keywords" session?
Original Message:
Sent: 10-20-2021 06:54 AM
From: Cristi Mitrana
Subject: Maileater isn't working
Try removing (from bottom to top) one line from the defaults and see if the ticket is created.
My guess is that maileater doesn't understand what
INCIDENT.Z_FRENTE_ATENDIMENTO
represents - did you add this custom field to
text_api.cfg
?
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