The response email specified in a Mailbox Rule is not sent out

Document ID : KB000005931
Last Modified Date : 14/02/2018
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A reply email sent out from a Mailbox Rule does not work with the following error message in a stdlog.

pdm_maileater_nxd    5612 ERROR        mail_common.c          570 CreateProcess 2 failed. Unable issue command ( -s "Service Desk Incident Response" -e "")


The response email will be sent out if you set an email header charset of a Notification Method to UTF-8 as shown below.

1. Log into Service Desk and open 'Administration' tab. 

2. Go to 'Notifications' > 'Notification Methods' and open "Email".


3. Click on <Edit> and change Notification Method as shown below. 




pdm_mail -H UTF-8 


4. Click on <Save> button to save the change. 

You can create a new Notification Method on the above step 2 instead of changing an out-of-the-box method, and specify it to in the 'Reply' drop down list.



Additional Information:

CA Service Management - 14.1 > pdm_mail Utility--Send Email Information