Remedy - ITSM - Incoming email not creating a worklog RBE

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    PRODUCT:

    Remedy IT Service Management Suite


    COMPONENT:

    BMC Service Request Management


    APPLIES TO:

    Remedy IT Service Management Suite RBE



    PROBLEM:

    When an incoming email is sent to update the worklog for Incident it does not work.


    CAUSE:

    RBE functionality


    SOLUTION:

    Review the filter log and check for the Filter "RBE:Message_M520-Subject-FindFormRequestID":

    In the second Set Fields:
    z1D_Char1 (304310850) = REQUEST REQ0000

    So if in the incoming email subject there is anything before the Req00..then it might cause the issue as per the configuration in RBE:Configuration form the Request will pull 15 chars after "REQ".

    Below are the two workarounds :

    1. In RBE:Configuration -> Search for Setting Index as "Request -> Choose the record for "Request Prefix" -> Change it from REQ to REQ0.

    OR

    2. Remove "Request"(or any other word) from Subject of the email before Request number while replying from client.

    Option 1 above worked well for customer.

    NOTE: request customer to make this changes noted down. This will not impact if someone doesn't know the behavior.


    Article Number:

    000131035


    Article Type:

    Solutions to a Product Problem



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