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.

    ==============================================================================================================
    Case 2: Issue with RBE INC workflow with subject line (INC12345) and throwing error: Error Number: 380

    In one of integration system, the email sent from system contains the subject line like :RE xxxx (INC12345).

    In this case, customer has removed trailing zeros from INC number and integration system is sending INC number within brackets ( ) and because of that, it does not find correct INC id from system and it fails to add worklog.

    It is failing because while searching for INC number in subject line as per code design it find INC number INC12345) and it throws below error.
    Error Number: 380
    Error Message: No item matches filter conditions --
    this operation has been defined so that "No Match" generates an error.

    Another thing, in this integration they cannot change this syntax as this is used in many systems and it would have other impacts.

    Workaround:
    To fix this issue temporary, we suggested below.

    Go to RBE:Configuration form.
    Search with Setting Name: Request Length
    Applies to Form: Incident.

    Change Setting value to 8
    save the record which will only take this value INC12345 from subject line .


    Now when INC is going to be 9 digits like INC123456 then you need to update this configuration again so that it will not create this problem again.

    NOTE: This kind of problem will not occur if trailing zeros are not removed because in that case we will be only picking 15 characters which will not include ).
     


    Article Number:

    000131035


    Article Type:

    Solutions to a Product Problem



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