Classifying Email Inbound Management tickets as Junk or Blacklist does not close associated Incident Management ticket

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Article ID: 158778

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Updated On:

Products

ServiceDesk

Issue/Introduction

When using ServiceDesk 7.5 SP1 to classify and Email Inbound Management (EM) ticket as 'Junk' or 'Blacklist', the associated Incident Management (IM) ticket is not closed.  This will result in those IM tickets left showing as 'Open' with no way to close them depending on how you are reporting.

No error is observed.

Cause

This issue is caused by missing components on the 'Junk' and 'Blacklist' paths in the SD.Email.InboundManagement project to close the associated IM ticket.

Resolution

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:

  1. Open the SD.Email.InboundManagement project in Workflow Manager.
  2. In the Primary model, double click on the 'Email Received, Decisions Required' dialog workflow component.
  3. Click on the Interaction Setup tab.
  4. Click on the elliplis (...) button to open the 'Classify Message' dialog model.
  5. Locate the 'Junk' path coming from the 'Email Classification Form' form builder component.
  6. From the Toolbox search for "Send Complete Workflow Message".
  7. 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.
  8. Double click on the 'Send Complete Workflow Message' component you just added and configure as below:
    1. Click the Task ID ellipsis and add a process variable value of PreExistingIncident.WaitingTaskId.
    2. Check the box for Specify Service ID.
    3. In the Service ID box add a constant value of "INCIDENT-MGMT" without the quotes.
    4. Uncheck the Empty Message box.
    5. Click the Data Type Of Message ellipsis, search for "EmailManagement", select "ToIncidentEmailManagementContinueMessage" and click OK.
    6. Click the Message Data ellipsis, leave constant value selected and click Edit.  Leave 'Continue As Incident' unchecked and click OK.
    7. Leave Dynamically Determine Path and Local Server checked and click OK.
  9. Locate the 'BlackList' path coming from the 'Email Classification Form' form builder component.
  10. From the Toolbox search for "Send Complete Workflow Message".
  11. Add a 'Send Complete Workflow Message' component to the 'Blacklist' path between the 'Blacklist Message' process message component and the 'Save External Data' component.
  12. Double click on the 'Send Complete Workflow Message' component you just added and configure as below:
    1. Click the Task ID ellipsis and add a process variable value of PreExistingIncident.WaitingTaskId.
    2. Check the box for Specify Service ID.
    3. In the Service ID box add a constant value of "INCIDENT-MGMT" without the quotes.
    4. Uncheck the Empty Message box.
    5. Click the Data Type Of Message ellipsis, search for "EmailManagement", select "ToIncidentEmailManagementContinueMessage" and click OK.
    6. Click the Message Data ellipsis, leave constant value selected and click Edit.  Leave 'Continue As Incident' unchecked and click OK.
    7. Leave Dynamically Determine Path and Local Server checked and click OK.
  13. Click OK to close the embedded model and OK again to close the dialog workflow component.
  14. 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