13 Replies Latest reply on Jun 3, 2016 7:29 AM by Ganesh Gore

    Email - Rule Based Engine - Incident Worklog Update doesn't work

    Sandeep Das
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      Version - Remedy 8.1.02

       

      During MyIT/SmartIT installation, we chose to remove leading zeroes from ticket IDs. We've configured the AR System Rule Based Engine to create and update tickets. Incident Creation works fine. However, when replying to a ticket notification, the incident worklog is not updated. The RBE:Transaction for the update email is processed successfully.

       

      Sample Subject - RE: Incident INC206 has been assigned to your group 'Test'. Priority: Low. Description: Outlook Access - 1

       

      The reason is that during email processing, filter RBE:Message-EVAL-100 sets z1D_ReqPrefix = INC0 by doing a look up on RBE:Configuration form. The zero after "INC" is the problem. Because of this, the workflows aren't able to extract the request ID of the ticket from the Subject.

       

      I am unable to update RBE:Configuration form from the front end and do not want to run a SQL query to fix it. This should work out of the box. Any one else faced this issue?

       

      I've logged a request with BMC Support.