How do I add the original email message body to a reply message sent out when a ticket fails to be created by Maileater?

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Article ID: 49638

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

By default, when a ticket fails to be created by Maileater, the reply email only contains error codes and messages. Adding the original message to the reply email helps to determine which emails failed to create tickets and may assist in determining why they failed.

Solution:

  1. Copy the file NX_ROOT\bopcfg\majic\text_api_reply.spl file to the NX_ROOT\site\mods\majic folder.

  2. Open the text_api_reply.spl file in a text editor, such as Notepad, and locate the following lines.

    // On errors, error_msg has the reason.
    reply_msg = error_msg;

    Change to:

    // On errors, error_msg has the reason.
    reply_msg += error_msg;
    reply_msg += orig_input;

  3. Save the file and recycle Service Desk Manager.

Environment

Release:
Component: ARGIS