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How to customize auto-response email from service desk

  • 1.  How to customize auto-response email from service desk

    Posted Aug 04, 2016 03:13 AM

    Hi Team,

     

    Whenever the email id configured in service desk email option receives an email from an email id (which is not present in any service desk contact) but satisfies the default mailbox rules (incident in mail subject), service desk sends an auto-response with the following content:

    AHD58004:Cannot determine valid requestor id. Cannot continue processing!

     

    Is it possible to customize this response? If yes, kindly provide the approach for doing this.

     

    Thanks & Regards,

    Balram Singh Deswal



  • 2.  Re: How to customize auto-response email from service desk

    Posted Aug 04, 2016 05:53 AM

    Sounds like a user is sending a response to the email from a ticket and you are hoping this will update the ticket. The error indicates that the string needed to identify the ticket for update is missing.

     

    You need to ad the following sting to the body the outgoing notification message templates:

     

    %incident_id=@{call_req_id.ref_num}

     

    or

     

    %incident_id=@{call_req_id.id}

     

    You can alos refer to: Define a Mailbox - CA Service Management - 14.1 - CA Technologies Documentation



  • 3.  Re: How to customize auto-response email from service desk

    Posted Aug 04, 2016 07:20 AM

    Hi Brian,

     

    Actually I want to create the incidents from email. But with majority of the email id (associated with only single contact), I am getting this auto response from service desk. What is the reason for this? For your information, multi tenancy is enabled in service desk 14.1.03.

     

    Thanks & Regards,

    Balram Singh Deswal



  • 4.  Re: How to customize auto-response email from service desk

    Posted Aug 04, 2016 07:36 AM

    Adding to the previous comment, the same users are successfully getting the notification mails from service desk but they are facing the same error (AHD58004:Cannot determine valid requestor id. Cannot continue processing!) every time they are sending the mails to service desk to create the incidents.

     

    Kindly provide a solution for this issue.



  • 5.  Re: How to customize auto-response email from service desk

    Posted Aug 04, 2016 07:46 AM

    Following messages are showing in std log:

     

    08/04 16:56:57.39 SDM14          web:local            3604 SIGNIFICANT  sel_data_cache.c      1709 12 untenanted objects found in TENANT_REQUIRED factory cr_tpl

    08/04 16:56:57.39 SDM14          web:local            3604 SIGNIFICANT  sel_data_cache.c      1709 14 untenanted objects found in TENANT_REQUIRED factory cr

    08/04 16:57:17.37 SDM14          spelsrvr             5044 SIGNIFICANT  doc_rep.spl            903 Attribute 'upload_path' is empty for usp_servers (id=1001). Consider entering a value via Web UI Servers form.

    08/04 16:57:17.37 SDM14          spelsrvr             5044 SIGNIFICANT  doc_rep.spl            916 Using default servlet path (http://SDM14:8080/CAisd/UploadServlet) for usp_servers (id=1001)

    08/04 16:57:24.30 SDM14          web:local            3604 SIGNIFICANT  sel_data_cache.c      1709 14 untenanted objects found in TENANT_REQUIRED factory in

    08/04 17:02:10.61 SDM14          boplgin              6056 ERROR        bplaccess.c           3370 AHD04043:The user name or password you entered is not correct. Please try again.

    08/04 17:02:10.61 SDM14          spelsrvr             5044 ERROR        session_maker.c        232 SessionMaker in domsrvr.EAAAAA failed for cnt:9A920E34A7538F42BFAAAFE5E557B13A: AHD04043:The user name or password you entered is not correct. Please try again.

    08/04 17:02:10.62 SDM14          spelsrvr             5044 ERROR        pcexec.c              5089 got_session_id on  failed: 2 AHD04043:The user name or password you entered is not correct. Please try again.

    08/04 17:02:10.62 SDM14          spelsrvr             5044 ERROR        text_api.spl           845 Problem trying to make session for userid (9A920E34A7538F42BFAAAFE5E557B13A)

    08/04 17:02:10.62 SDM14          boplgin              6056 ERROR        bplaccess.c           6169 get_roles failed; cannnot find session with id 0 and userid cnt:

    08/04 17:02:10.62 SDM14          spelsrvr             5044 ERROR        cr_chg_text_api.spl   1384 AHD58004:Cannot determine valid requestor id.  Cannot continue processing!

    08/04 17:11:49.03 SDM14          boplgin              6056 ERROR        bplaccess.c           3370 AHD04043:The user name or password you entered is not correct. Please try again.

    08/04 17:11:49.03 SDM14          spelsrvr             5044 ERROR        session_maker.c        232 SessionMaker in domsrvr.EAAAAA failed for cnt:10EE634EF4AB184AA6F0199AAF24078A: AHD04043:The user name or password you entered is not correct. Please try again.

    08/04 17:11:49.03 SDM14          spelsrvr             5044 ERROR        pcexec.c              5089 got_session_id on  failed: 2 AHD04043:The user name or password you entered is not correct. Please try again.

    08/04 17:11:49.03 SDM14          spelsrvr             5044 ERROR        text_api.spl           845 Problem trying to make session for userid (10EE634EF4AB184AA6F0199AAF24078A)

    08/04 17:11:49.03 SDM14          boplgin              6056 ERROR        bplaccess.c           6169 get_roles failed; cannnot find session with id 0 and userid cnt:

    08/04 17:11:49.03 SDM14          spelsrvr             5044 ERROR        cr_chg_text_api.spl   1384 AHD58004:Cannot determine valid requestor id.  Cannot continue processing!



  • 6.  Re: How to customize auto-response email from service desk

    Posted Aug 04, 2016 08:36 AM

    Hi Balram,

     

    i. What is the ServiceDesk version and patch level?

     

    ii. Send a copy of the sample email you send to maileater

     

    iii. Send a screen print showing details of the Mailbox Rule that should process the incoming mail

     

    Kind Regards,

    Brian



  • 7.  Re: How to customize auto-response email from service desk

    Posted Aug 05, 2016 01:15 AM

    Hi Brian,

     

    Thanks for your response. Service desk version is 14.1 and patch level is cumulative patch 3 (14.1.03).

     

    I have found that post service restart, if we try to create the incident from Email, it gives the same error. Here are the screenshots for your reference:

    Mail Sent

    Copy of Mail Sent.jpg

     

    Mailbox Rules

    Mailbox Rules.jpg

    Mailbox Rule Detail

    Mailbox Rule Detail.jpg

     

    Mail Received

    Mail Received.jpg

     

     

     

    But as soon as I login to service desk from the user (with which I am trying to create the incident), the incidents start creating from email. Here are the screenshots for your reference:

     

    Mail Sent

    Mail Sent.jpg

     

    Mail Received

    Mail Received.jpg

     

    For your information, the web authentication type of the associated access type is PIN-Use PIN field on Contact Record.

     

    Kindly provide a solution for this issue.

     

    Regards,

    Balram Singh Deswal



  • 8.  Re: How to customize auto-response email from service desk

    Posted Aug 08, 2016 04:50 AM

    Hi Brian,

     

    Kindly provide your valuable inputs on this.

     

    Thanks & Regards,

    Balram Singh Deswal



  • 9.  Re: How to customize auto-response email from service desk

    Posted Aug 10, 2016 02:46 AM

    Hi Balram,

     

    I do not find anything wrong with the mailbox rule that processes the incoming mail. Perhaps you can add the '%Requestor=***' to the mail body and see if this helps? If not, then best would be to log a case for further investigation as there is no logical explanation I can think of why the ticket gets logged when you are signed in to the web UI.

     

    Kind Regards,

    Brian



  • 10.  Re: How to customize auto-response email from service desk

    Posted Aug 10, 2016 06:40 AM

    Hi Brian,

     

    I tried using %Requestor also after service restart, still it gave the same error. It just require one time log in from the user from which we are creating the incident. After that, it will continue to create the incidents till the next restart.

     

    Thanks & Regards,

    Balram Singh Deswal



  • 11.  Re: How to customize auto-response email from service desk

    Posted Aug 10, 2016 07:35 AM

    You should not need to login to web interface for the maileater to process the incoming mails. I think you should log a support case for further investigation as to why you get this odd behavior.



  • 12.  Re: How to customize auto-response email from service desk

    Broadcom Employee
    Posted Aug 11, 2016 09:54 PM

    Hi Balram,

     

    The error message will be returned if the Mail box setting "Allow Anonymous" is set to "No". If you change it to "Yes", a ticket will be created or updated automatically (no login required) without the error message.

     

     

    If you do not preffer to turn on the option, but would like to modify the message "AHD58004...", the technical document TEC600490 will be helpful.

     

    TEC600490: How To Modify The AHD##### Error Message Descriptions

    http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec600490.aspx

     

    I modified the message for the message ID 58004 on my test box and confirmed I could successfully change the message.

     

    Hope the above help.

     

    Thank you,

    Kaori



  • 13.  Re: How to customize auto-response email from service desk

    Posted Aug 12, 2016 01:06 AM

    Hi Kaori,

     

    Thanks for your response.

     

    "Allow Anonymous" setting is set to by default "Yes" from the beginning. Still it is giving the same error. After service restart, it requires the user that logs the ticket from Email to log in to SDM interface. Here is the screenshot of the mailbox settings currently implemented:

    Mailbox.jpg

     

    Kindly suggest if any further modification is required.

     

    Regards,

    Balram Singh Deswal



  • 14.  Re: How to customize auto-response email from service desk

    Posted Aug 12, 2016 08:29 AM

    Hi Balram,

     

    Please log a support case for further investigation (if not done so already).

     

    Regards,

    Brian



  • 15.  Re: How to customize auto-response email from service desk

    Broadcom Employee
    Posted Aug 16, 2016 03:39 AM

    Hi Balram,

     

    It looks the default Mailbox does not have mail server settings, such as Email Type and Host name. Does the Default Mailbox handle all received emails? Do you have other Mailbox settings in the Mailbox List? If the Mailbox lists only the Default Mailbox, but still you encounter the problem, I recommend to open a support case as Brian suggested.

     

    Thank you,

    Kaori



  • 16.  Re: How to customize auto-response email from service desk

    Posted Aug 16, 2016 03:43 AM

    Hi Kaori,

     

    The settings have been set for the default mailbox. They are removed only from the snapshot. Default mailbox is handling all the emails. I will open a support case for this.

     

    Thanks for your support.

     

    Regards,

    Balram



  • 17.  Re: How to customize auto-response email from service desk

    Posted Nov 15, 2016 08:56 AM

    I confirmed the same issue after upgrading two systems from 14.1.02 to 14.1.03 and that once the sender logged into the web interface they can create/update tickets via email.

     

    Have opened a support case since @Kris_D indicated there is a test fix.

     

    J.W.



  • 18.  Re: How to customize auto-response email from service desk

    Broadcom Employee
    Posted Nov 15, 2016 12:12 PM

    The solution to this problem is included in patch RO92235.

     

    You can download the patch from CA Support Online:

     

    https://support.ca.com/irj/portal/solncdndtls?aparNo=RO92235&os=WINDOWS&fc=3&actionID=3



  • 19.  Re: How to customize auto-response email from service desk

    Posted Aug 23, 2016 02:22 PM

    I think the responses got a little off topic to your original question.

    The behavior you noticed was that when a person who is not a contact in Service Desk sends an email to open a ticket then Service Desk rejects the email because it cannot relate the ticket to a valid contact. (By the way, this will happen if the email matches no contacts or more than one contact because more than one contact has the same email address.)

    If you set the Allow Anonymous setting on the Mailbox to Yes then the From on the email does not have to match but there must be a parameter in the body of the email that identifies the customer (e.g. %CUSTOMER=userid). Otherwise, how would Service Desk know who the Affected End User is?



  • 20.  Re: How to customize auto-response email from service desk

    Posted Aug 24, 2016 04:53 AM

    Lindsay_Estabrooks

     

    When 'Allow Anonymous=Yes', the tickets sent by contact that do not exist are by default\OOTB logged with ''System_Anonymous" as the Affected End User. So no need to use %CUSTOMER=userid in the mail body. Even if you add it, I think it will probably be ignored.



  • 21.  Re: How to customize auto-response email from service desk

    Posted Aug 24, 2016 11:55 AM

    Hi Brian,

    Thanks for setting me straight on this.



  • 22.  Re: How to customize auto-response email from service desk

    Posted Aug 25, 2016 08:47 AM

    ;-)



  • 23.  Re: How to customize auto-response email from service desk

    Posted Sep 25, 2016 08:18 PM

    We had a similar issue and was found to be a bug in 14.1.03 that required a test fix from CA to correct.