CA Service Management

We have integrated our MS Axapta and customer's CA Service Desk 12.5 via mail communication. Using this communication were able to update request tickets in SD without any problems for a few years. A few days ago MailEater stopped to correctly recognize information in incoming emails and now wants to create new tickets instead of update existing ones.

08/19 08:04:16.10 SDSERVER       spelsrvr             2760 ERROR        cr_chg_text_api.spl   1214 AHD58009:Could not create Request. Reason: INVALID - AHD03075:Required attribute Request Area is missing from object Request

Incoming emails are received from email address of contact that is active and has permission to update tickets.

Is it possible to enable any debug log that can show how MailEater processing incoming emails and rules defined in text_api.cfg?

Thank you,

Milan

This command should give you end-to-end logging from the file that threw the error above:

pdm_logstat -f cr_chg_text_api.spl 201

But have a careful look at the emails that are coming through (turn maileater off for a while and look in the inbox that it is monitoring), compared to the active match expressions, as it is far more likely that something has changed in the subject header or body of the email than that maileater has suddenly spontaneously stopped recognising an update message.

Hi Milan,

In addition to what James had mentioned, I would suggest to use pdm_text_cmd command by creating an input file which has same parameters which was sent via email. You may refer below documentation for the details:

https://wiki.ca.com/display/CASM1401/CA+SDM+Text+API+Interface

This would help to isolate the issue if the problem with the attribute Request Area is missing or anything at the mail server side.

Thanks,

Naveen

Hi James and Naveen,

thank you for your help. Trace logging level showed the following information: No Matching Ticket Artifact was found. Seems that mails are somewhere converted on their path and mails are not received in plain text. When I sent a mail that was manually set in Outlook as plain text the test ticket was updated correctly.

Regards,

Milan