CA Service Management

Hello guys,

I created on CA Service Desk Manager 14.1.03 a new mailbox configuration called "Zabbix", this mailbox will create new incidents on CA SDM from e-mail messages received from "servicedesk2@casdm.com" and "servicedesk@casdm.com" (POP3 connection).

The mailbox configuration is just like below:

I've created 3 rules just like below:

The incident creation doesn't work, I don't know what is missing on my configuration, can anyone help me?

I attached the text_api.cfg on this post.

Hello Thiago,

Did you check for any authentication error on the stdlogs?

Regards.

Hi Jason,

On stdlogs doesn't appear any authentication error.

I mark on the role configuration to create a record on stdlog, as you can see...

Let's check if the mail that its set to receive the emails from those two mails you configure its receiving the emails.

What i mean is to see if everything is right in the email side.

Yes, I checked the e-mail side, I install one pop3 client (Outlook Express) to open the mailbox and see the mensages, as you can see below:

I chage the e-mail content, as you can see:

%INCIDENT.CATEGORY=SRI.ADMISSAO
%INCIDENT.GROUP=SERVICE DESK - CA
%INCIDENT.DESCRIPTION=Chamado teste de integracao com o Zabbix
%INCIDENT.STATUS=Aberta
%INCIDENT.REQUESTOR=tjoliveira

On stdlog file, I see the error message:

Do you have an actual contact in Service Desk with the email address servicedesk@casdm.com ?

Also, please note that you do not need the "INCIDENT" portion in your attributes in the body of the email. %INCIDENT.CATEGORY should just be %CATEGORY

Hi Lindsay, thanks for your comment.

Yes, I've one user called ServiceDesk and his e-mail address is "servicedesk@casdm.com".

On the log error I see the message below:

The user contact record is:

The error message refers to an error of permission. Do you know what permission is necessary? 

This user is administrator of the system.

I note that the text_API error messages you show now are different than the ones you showed earlier.

The ServiceDesk contact should have all the permissions needed unless you have modified the Administration access type or the Administrator role. You could test this by logging in as ServiceDesk and try to create an Incident.

I would also check to make sure that no other contact (user/group) also has the email of servicedesk@casdm.com

Yes, now the error message is different.

The ServiceDesk user is the administrator, is the default account of administration.

With this user, I can create, normally, a ticket on SDM.

I don't know why he don't have the permission, if he's admiinstrator.

Hi Thiago,

I've seen this error before when there was more than one contact with the sending email address.

Check both active and inactive contacts and ensure that there is only one ServiceDesk contact and only one contact that has the email address:servicedesk@casdm.com

Regards,

Gordon.

Hi Gordon,

Only one user have the servicedesk@casdm.com e-mail address.

I check the actives and inactives users.

Hi Thiago

Is this article useful for the problem you are encountering?

Title: "Maileater" returns error - AHD58045: Because of security restrictions, you are not allowed to complete this operation. Ask your security administrator for access. Cannot continue processing!. If I change my access type it works fine.

http://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.tec505422.html

Best regards, Kosei

Hi Kosei, thanks for your answer.

I check the function access of the user. This user is the default user of the installation, he's the administrator of the system.

I don't know why this user don't have the right permission.

Take a look on the role configuration:

I recommend you open a case with CA Support.