How to verify the reason when maileater fails to create a CA Service Desk Manager (CA SDM) ticket?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When the CA SDM maileater functionality fails, is there the way to understand what the root cause via the CA SDM GUI or by reviewing a specific log file?

Environment

CA Service Desk Manager 12.9 and 14.1All supported Operating Systems

Resolution

There is no mechanism via the CA SDM GUI to determine why an email sent to the CA SDM maileater fails to create a CA SDM ticket.

It is possible to narrow down the root cause of the problem by reviewing the NX_ROOT\LOG STDLOG files. As there are many possible reasons regarding maileater failure, it is difficult to mention all possible scenarios.

An example of a maileater error within the STDLOG is shown below.  For this specific example, the error indicates that the email body sent to maileater does not have the %CATEGORY% parameter, although the category field is a required field.

<hostname> spelsrvr 4716 ERROR cr_chg_text_api.spl 1384   AHD58009:Could not create Request. Reason: INVALID - AHD03123:Required attribute Request Area is missing

If you require additional assistance with the CA SDM maileater feature, please contact CA Technical Support.

Additional Information

How to Configure the Mailbox to Handle Inbound Emails - https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails