The CA SDM email interface may not read the body of an email. Verbose logging ("pdm_logstat -n pdm_maileater_nxd verbose") on the process shows the following in the Service Desk installation directory\log\stdlog.# log files:
02/01 09:09:35.21 SDSERVER pdm_maileater_nxd 1332 TRACE hunny_parse822.c 356 Processing Email From(someUser@company.com) Subject(Incident) Body()
The CA SDM email interface can only process plain text emails. By default some email clients like Microsoft Outlook will in many cases send 2 content types in the same email (plain/text and html usually).
There will be a section marked:
and then one part as:
And then the next part as:
This means that the email has the body twice, in two parts, one plain text - which is processed and used by Service Desk.
Some email clients or even applications (like Microsoft SharePoint) may only send the email in "text/html" or other format which Service Desk will not parse.
To troubleshoot this issue, you may take the following steps:
- Enable logging for the email process:
pdm_logstat -n pdm_maileater_nxd verbose
- Configure your mailbox rule to "Save Unknown Emails"
- Draft an email to Service Desk with a subject line that does NOT match any of your mailbox rules.
- Check the following folder for a *.eml file: Service Desk\site\mail_unknown\
- Open that file in a text editor and look for a section that Service Desk can read, (must be plain/text), for example:
Content-Type: text/plain; charset="iso-8859-15"
If you do not find a section with "Content-Type: text/plain", then your email is not in plain text and will not be parsed by Service Desk correctly.
- To disable the logging, run this command:
pdm_logstat -n pdm_maileater_nxd
- You may also check the "stdlog.#" files under: <Service Desk Install directory>\log\ for more information.