The response email specified in a Mailbox Rule is not sent out

Products

• 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

A reply email sent out from a Mailbox Rule does not work with the following error message in the STDLOG

pdm_maileater_nxd    5612 ERROR        mail_common.c          570 CreateProcess 2 failed. Unable issue command ( -s "Service Desk Incident Response" -e "[email protected]")

Environment

Service Desk Manager 14.1

All Supported Operating Systems

Resolution

The response email will be sent out if you set an email header charset of a Notification Method to UTF-8 as shown below:

1. Log into Service Desk and navigate to the ADMINISTRATION tab. 

2. Navigate to NOTIFICATIONS -> NOTIFICATION METHODS -> EMAIL 

3. Click on EDIT and change Notification Method as shown below

4. Click SAVE to save the changes. 

NOTE: You can create a new Notification Method in above Step #2 instead of changing the out-of-the-box method and specify it to in the 'Reply' drop-down list.

Additional Information

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/14-1/reference/ca-service-desk-manager-reference-commands/technical-reference/pdm-mail-utility-send-email-information.html