Correct the email data and keep it sync with the EMAIL ID which shows in Email Client. Just curious to know how you are populating/updating the people profile in your environment. is this an auto feed from Active Directory/HR System?
Like when i open outlook client and see my id it says Rahul.Priyadarshy , so same is pushed in our system in email id field of CTM:People.
You must be facing the same issue when someone is sending an email to create a ticket and Workflow dont find a matching profile based on email id?
(2) another way is to fine the Validation workflow and amend it
1. Yes, the data into CTM:People are taken by the filters from Active directory.We don't create accounts manually. And because of this, the data are not exactly the same as the reality. But only for email address. Other data are OK. Yes, the same issue happen when someone sends an email to the Remedy to create new ticket and email is not validated.
One problem is, that the Remedy during the installation was set with the Oracle Database, that it will be case sensitive. So the same issue we are facing with Login IDs. So that let's say JamrichJ and jamrichJ and jamrichj are 3 different accounts.
2. But, I've made an analysis and found out a possible working solution to this. I'll create a custom field within CTM:People, which will store a "Lowercase" value of user's email. One filter for Modify, Submit and Merge on CTM:People will be created for new entries (the old entries will be fixed by 1 batch).
and then, update this filter responsible for validating entries.
RBE:Message-AUTH-110-GetPeopleRecord with condition from CTM:People
('Internet E-mail' = $From$) AND ('Profile Status' = "Enabled")
I'll change the qualification for the email. But 1st, the Incomming email ($From$) will be also changed to Lowercase, and then will be compared with the new email field from CTM:People. I'm thinking on 2 options:
A. Create custom field on RBE:Message form for the Lowercase email (e.g.: 'LowerCaseFrom'), and store there changed email address with lowercase characters. And then make the qualification in this filter like ('LowerCase Internet E-mail' = $LowerCaseFrom$) AND ('Profile Status' = "Enabled")
B. Within this filter, make a SET Fields action, that into $From$ I'll put the 'lowercase $From$'. This SET activity will happen before the qualification which is comparing email for CTM:People. Technically, I can do the same in the CTM:People, that I'll not create a custom field there, but I'll change the email addresses in the primary field after each action (modify, submit, merge). and then I dont need to change this qualification.
Which option is better ?
Update1: After analysing the logs, it's better to EDIT this filter RBE:Message_FillComapnyInfo instead of RBE:Message-AUTH-110-GetPeopleRecord. As that filter is fired sooner and sets the User company. So within this filter I have added one SET action, which is From = LOWER($From$). And then the Setfields from CTM:People will check with the Lowered Internet email. And everything works perfectly.
How would you address email not found in CTM:People to unknown people record with RBE:Message-AUTH-110-GetPeopleRecord? What would be the qualification? I thought not like @domain.com. Or email is not found on the people record? How would you right that expression?
Would this work ('From' != $NULL$) OR ('Person ID' = $NULL$)?
explain me in more details what you want to achieve.
When an email hits the RBE:%Filiter%auth it does validation from CTM:People
and it's not found. This the filter rejects the email and does not create a
ticket. Then it logs it in the RBE:$forms$. I was the if my condition asked
pervious would meet the the condition above. I would set field with a if
conditions that set a "People ID" to known CTM:People record and set the
conditions has new. Is that more clearer?
On Thu, Aug 20, 2015 at 10:06 PM Miroslav HH <email@example.com>
when you check the filter RBE:Message-AUTH-110-GetPeopleRecord, you see that it checks incoming emails and search for People entry in CTM:People.
If there is no user with that email found in CTM People, then it's set to NULL. and then as you've said, the next workflows rejects the incoming email.
What you need to achieve ? You want to enable anyone to send an email to Remedy even that the user doesn't exists in CTM:people ?
I'm getting this same error message, but my email addresses do not seem to have a case sensitive issue. They match, all lowercase. I'm getting this message on a lot of inbound Remedy email:
('Subject' LIKE "RE:%") AND ('Subject' LIKE "%INC0%")
Rejected: Auth: No matching People record for Email: "email address"
The email address is a valid address and does exist on a customer profile in our Remedy system. Any ideas as to why it would it say that there is no matching people record?
What kind of DB do u use ? Oracle or MSSQL ?
double check the incomming emails. Go to form RBE:Console and look into the TAB named AR Email Messages.
Check the incomming emails, what kind of email address of the sender is there. If it's Firstname.Lastname@ or it's firstname.lastname@ and compare that email with the CTM:People form.
You may also find these Incomming emails within the form AR System Email Messages.
We are using Oracle DB with Case sensitivy settings, this means, the email address Firstname.Lastname and firstname.lastname are two different users. Therefore we have made this customization to lowercase email addresses in people form and also lowercasing the incomming emails.
I believe we may have found the issue. The customer responses that are being rejected due to "No matching People record for Email" have profiles that are in the "proposed" state. Can anyone else verify this being a reason why their email responses would be rejected?
When our service desk creates customer profiles throughout the day, they get created in a proposed state. Is there an automated way or some sort of escalation event that can change these profiles to enabled?