No Matching Ticket Artifact was found debug error with Maileater
Article ID: 218366
Updated On:
Products
Issue/Introduction
Experiencing issues creating ticket via maileater. Finding that once maileater connects to its mailbox, the mail is being processed, but no actual ticket is created.
Environment
Release : 17.3
Component : SERVICE DESK MANAGER
Cause
Examining the maileater_nxd.log with debugging enabled, at 2021-06-25 15:39:27:910, 6 emails were processed and each time, this was what was generated per message:
2021-06-25 15:39:30:576 DEBUG [ForkJoinPool-1-worker-3] c.c.S.m.MailboxRule - [Maileater Test:400053] Filter match Found : [ \t\r\n]*[ \t\r\n]
2021-06-25 15:39:30:576 DEBUG [ForkJoinPool-1-worker-3] c.c.S.m.MailboxRule - [Maileater Test:400053] No Matching Ticket Artifact was found.
2021-06-25 15:39:30:583 DEBUG [ForkJoinPool-1-worker-3] c.c.S.m.MailboxRule - [Maileater Test:400053] Posting message to Text_API.
2021-06-25 15:39:30:583 DEBUG [ForkJoinPool-1-worker-3] c.c.S.m.JavaMailParser - [Maileater Test:400053] Successfully processed the Email Message
The above suggests that the mails are being read and are tripping on a filter rule that should generate the ticket. But what happens instead is that no ticket is created.
The key message here is the "No Matching Ticket Artifact was found" entry in the above logging. That means the stdlog may hold additional clues to why the creation of such a ticket had failed.
In looking at the stdlogs, there are six instances of this exact error message, which matches the 6 attempts to create an Issue:
06/25 15:39:30.70 SERVER1 spelsrvr 4476 ERROR cr_chg_text_api.spl 1420 AHD58009:Could not create Issue. Reason: INVALID - AHD03075:Required attribute Priority is missing from object Issue
The concern here is that maileater that did not specify the Priority value as a required field for Issues.
Resolution
Based on the above analysis, one should send a mail message that includes this text in the message body to default the priority field.
%PRIORITY=4
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