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

Article Id: 49638
Status: Published
Updated On: 14-02-2018 08:04
Legacy Id: TEC571313
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