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

Document ID : KB000005931
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

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 "name@xxx.xxx")

Resolution:

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".

Method01.jpg

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

<Before> 

pdm_mail 

<After> 

pdm_mail -H UTF-8 

Method02.jpg

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.

mailbox_rule.jpg

 

Additional Information: