How to verify the reason when maileater fails to create a CA Service Desk Manager (CA SDM) ticket?

Document ID : KB000005335
Last Modified Date : 14/02/2018
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Issue:

When the CA SDM maileater functionality fails, is there the way to understand what the root cause via the CA SDM GUI or by reviewing a specific log file?

Environment:
CA Service Desk Manager 12.9 and 14.1All supported Operating Systems
Resolution:

There is no mechanism via the CA SDM GUI to determine why an email sent to the CA SDM maileater fails to create a CA SDM ticket.

It is possible to narrow down the root cause of the problem by reviewing the NX_ROOT\LOG STDLOG files. As there are many possible reasons regarding maileater failure, it is difficult to mention all possible scenarios.

An example of a maileater error within the STDLOG is shown below.  For this specific example, the error indicates that the email body sent to maileater does not have the %CATEGORY% parameter, although the category field is a required field.

<hostname> spelsrvr 4716 ERROR cr_chg_text_api.spl 1384   AHD58009:Could not create Request. Reason: INVALID - AHD03123:Required attribute Request Area is missing

If you require additional assistance with the CA SDM maileater feature, please contact CA Technical Support.

Additional Information: