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?
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.
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