CA Service Management

Hi Team,

We are using mail-eater to create tickets, but since few days we are facing few issues:

1. Attach Entire Email   is set to YES, but post sending the request we can see an additional mail file in the physical directory with size 0KB. There are many such records in the directory.

2. Getting below error msg, so the tickets are not getting updated:

04/26 12:03:42.56 <hostname> boplgin 2984 ERROR bplaccess.c 6169 register_session_user failed; cannnot find session with id 435623323 and userid superuser/cnt:32C8B0DC3B96F74C9FFD647B51CFA01E
04/26 12:03:42.56 <hostname> domsrvr 8120 ERROR sec_mgr.c 4656 Error in DomSession 435623323 in method session_registered: 10 register_session_user failed; cannnot find session with id 435623323 and userid superuser/cnt:32C8B0DC3B96F74C9FFD647B51CFA01E
04/26 12:03:42.56 <hostname> domsrvr 8120 ERROR domset.c 13483 P_List_dob_by_helper got 10 register_session_user failed; cannnot find session with id 435623323 and userid superuser/cnt:32C8B0DC3B96F74C9FFD647B51CFA01E attempting to get chgstat:400001
04/26 12:03:42.56 <hostname> domsrvr 8120 ERROR factory.c 7267 Error at dob_from_rlist in at_by_key: 1 10 register_session_user failed; cannnot find session with id 435623323 and userid superuser/cnt:32C8B0DC3B96F74C9FFD647B51CFA01E
04/26 12:03:42.56 <hostname> domsrvr 8120 ERROR sec_mgr.c 4027 Unable to find DomSession 435623323 used by user superuser/cnt:32C8B0DC3B96F74C9FFD647B51CFA01E invoked by spelsrvr with reply method 1
04/26 12:03:42.58 <hostname> spelsrvr 5216 ERROR pcexec.c 6403 Spell interp failed at wf.spl:2331:wf::any_uncomplete_tasks: Reply message [1]: bad index - size is 1
04/26 12:03:42.58 <hostname> spelsrvr 5216 ERROR pcexec.c 6403 Spell interp failed at set chg status to appcomp:3:: set_attr on chg.status failed: AHD05742:Not allowed to close Change Order 'Chg #1167426'. AHD05808:There are uncompleted workflow tasks in this Change Order or its descendents.
04/26 12:03:42.58 <hostname> spelsrvr 5216 ERROR macro.spl 538 AHD05742:Not allowed to close Change Order 'Chg #1167426'. AHD05808:There are uncompleted workflow tasks in this Change Order or its descendents.
04/26 12:03:42.58 <hostname> spelsrvr 5216 ERROR bhvtpl.spl 503 bhvtpl::do_behavior() macro 'set chg status to appcomp' failed: AHD05742:Not allowed to close Change Order 'Chg #1167426'. AHD05808:There are uncompleted workflow tasks in this Change Order or its descendents.

3. Post the ticket is raised by the end user, when he tries to resolve the same ticket thru maileater, he is not able to do so.

If other user tries to update the same ticket, then he is able to do so.(Both have analyst access).

Thanks

Pushpith,

1. Attach Entire Email   is set to YES, but post sending the request we can see an additional mail file in the physical directory with size 0KB. There are many such records in the directory.

Do you have both the "split out attachments" and "attach entire email" options being used at the same time on the mailbox?  If so, try turning one of those off and see if that helps here.

2. Getting below error msg, so the tickets are not getting updated:

These messages typically occur when the change order for which the attempt to close it is made, has some incomplete wf tasks, OR, it has a child ticket which has incomplete wf tasks.  Take a look at the change order, and any children of that change order.  If that is not the case here, then I would suggest opening a support case for this one so we can look into it further with you.

3. Post the ticket is raised by the end user, when he tries to resolve the same ticket thru maileater, he is not able to do so.

If other user tries to update the same ticket, then he is able to do so.(Both have analyst access).

Again this could be for multiple reasons - it could be something with permissions/data partitions, OR it could be something with Tasks.  

For these items, it may be better to open a support ticket to get assistance as these may be more difficult to troubleshoot via the communities.

Thanks

Jon I. 

Thanks Jon, I'll try your first suggestion and let you the results. I agree on point 2 & 3.

Hi Jon,

Only the Attach Entire Email   option is set, split out attachment is not set. Please suggest.