This issue has been reported to development and will be addressed in a future update or release.
To workaround the issue prior to this future update that resolves the issue:
- Open the SD.Email.InboundManagement project in Workflow Manager.
- In the Primary model, double click on the 'Email Received, Decisions Required' dialog workflow component.
- Click on the Interaction Setup tab.
- Click on the elliplis (...) button to open the 'Classify Message' dialog model.
- Locate the 'Junk' path coming from the 'Email Classification Form' form builder component.
- From the Toolbox search for "Send Complete Workflow Message".
- Add a 'Send Complete Workflow Message' component to the 'Junk' path between the 'Email Deleted Message' process message component and the 'Thank You' form builder component.
- Double click on the 'Send Complete Workflow Message' component you just added and configure as below:
- Click the Task ID ellipsis and add a process variable value of PreExistingIncident.WaitingTaskId.
- Check the box for Specify Service ID.
- In the Service ID box add a constant value of "INCIDENT-MGMT" without the quotes.
- Uncheck the Empty Message box.
- Click the Data Type Of Message ellipsis, search for "EmailManagement", select "ToIncidentEmailManagementContinueMessage" and click OK.
- Click the Message Data ellipsis, leave constant value selected and click Edit. Leave 'Continue As Incident' unchecked and click OK.
- Leave Dynamically Determine Path and Local Server checked and click OK.
- Locate the 'BlackList' path coming from the 'Email Classification Form' form builder component.
- From the Toolbox search for "Send Complete Workflow Message".
- Add a 'Send Complete Workflow Message' component to the 'Blacklist' path between the 'Blacklist Message' process message component and the 'Save External Data' component.
- Double click on the 'Send Complete Workflow Message' component you just added and configure as below:
- Click the Task ID ellipsis and add a process variable value of PreExistingIncident.WaitingTaskId.
- Check the box for Specify Service ID.
- In the Service ID box add a constant value of "INCIDENT-MGMT" without the quotes.
- Uncheck the Empty Message box.
- Click the Data Type Of Message ellipsis, search for "EmailManagement", select "ToIncidentEmailManagementContinueMessage" and click OK.
- Click the Message Data ellipsis, leave constant value selected and click Edit. Leave 'Continue As Incident' unchecked and click OK.
- Leave Dynamically Determine Path and Local Server checked and click OK.
- Click OK to close the embedded model and OK again to close the dialog workflow component.
- Save and publish the modified project.
To close orphan tickets that are left open use steps on following connect thread for closing: http://www.symantec.com/connect/downloads/close-processes-servicedesk-workflow-75
Applies To
ServiceDesk 7.5 SP1