The CA SDM email interface may not read the body of an email. Verbose logging ("pdm_logstat -n pdm_maileater_nxd verbose") on the process shows the following in the Service Desk installation directory\log\stdlog.# log files:
02/01 09:09:35.21 SDSERVER pdm_maileater_nxd 1332 TRACE hunny_parse822.c 356 Processing Email From([email protected]) Subject(Incident) Body()
The CA SDM email interface can only process plain text emails. By default some email clients like Microsoft Outlook will in many cases send 2 content types in the same email (plain/text and html usually).
There will be a section marked:
and then one part as:
And then the next part as:
This means that the email has the body twice, in two parts, one plain text - which is processed and used by Service Desk.
Some email clients or even applications (like Microsoft SharePoint) may only send the email in "text/html" or other format which Service Desk will not parse.
To troubleshoot this issue, you may take the following steps: