Maileater attachment requests are causing an error.

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

Maileater functionality errors regarding attachments handling.  May experience the following errors in the logs

02/01 10:18:40.21 SERVER1     pdm_proctor_nxd      8464 SIGNIFICANT  STDIO                    0 Use of uninitialized value $lbl in hash element at D:/PROGRA~1/CA/SERVIC~1/bin/text_api.pl line 974.

02/01 10:18:40.40 SERVER1     spelsrvr             3884 ERROR        text_api.spl           365 tapi_add_attachment() Unable to locate repository. Cannot add attachments.

Conventional attachments functionality is working overall.

Environment

Release: CA Service desk manager 17.x.

Cause

Mailbox settings need to be configured to accept the correct attachments configuration.

Resolution

Missing mailbox configuration for attachments. One configuration for attachments that may address the issue involves checking on "Force Attachment Splitout".