The CA Service Desk Manager (SDM) Email interface does not seem to be reading the body of the email

Document ID : KB000021016
Last Modified Date : 14/02/2018
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Description:

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()

Solution:

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:

Content-Type: multipart/alternative;

and then one part as:

Content-Type: text/plain;

And then the next part as:

Content-Type: text/html;

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:

  1. Enable logging for the email process:

    pdm_logstat -n pdm_maileater_nxd verbose

  2. Configure your mailbox rule to "Save Unknown Emails"

  3. Draft an email to Service Desk with a subject line that does NOT match any of your mailbox rules.

  4. Check the following folder for a *.eml file: Service Desk\site\mail_unknown\

  5. 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"
    Content-Transfer-Encoding: quoted-printable
    %CUSTOMER=Smith.John
    %FROM_EMAIL_OVERRIDE=jsmith@company.com
    %URGENCY=3
    %DESCRIPTION=testing
    %CATEGORY=Applications

    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.

  6. To disable the logging, run this command:

    pdm_logstat -n pdm_maileater_nxd

  7. You may also check the "stdlog.#" files under: <Service Desk Install directory>\log\ for more information.