Re: Interaction via email has stopped working (550 Views)
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Frequent Advisor
anabena
Posts: 61
Registered: ‎11-12-2010
Message 1 of 16 (673 Views)

Interaction via email has stopped working


Hello,
I have set registering interactions through email (SCAuto), everything was ok till today. Any inbound event is getting type "email", although there is a string "SC_type:smin" in email body.
I have following parameters:
1. config file
events:1
usemaps:1
event_map_dir:EventMap
server: my server
profile:falcon
log:scmapi.log
#debugscautoevents:1
debug:2
#force_useremailtype:0
#useremailtype:smin

2. event.ini
[ EMAIL ]
smin = Inter/inter.map
pmo = Problem/pmo.map
cm3rin = Change/cm3rin.map
#= Problem/pmo.map

3. inter.map

SC_description != ""

SC_incidentid^

SC_contactname + $FROM^

SC_severity +"4"^

SC_description + $BODY^

^

^

^

SC_callbacktype + "E-mail"^

^

^

^

SC_category + "incident"^

^

^

^

^

^

^

^

SC_prioritycode + "4"^

^

SC_initialimpact + "4"^

SC_callbackcontact + $FROM^

SC_mailentry + "t"^

SC_title + $SUBJECT^

4. event in log
04/07/2011 14:30:01 pid (115644)(28520) debug: scauto_query for events with evsysseq>0000000000000623
04/07/2011 14:30:01 pid (115644)(28520) debug: no events with evsysseq>0000000000000623
04/07/2011 14:30:01 pid (115644)(28520) GOT body from PR_BODY property
04/07/2011 14:30:01 pid (115644)(28520) Got mail header!
04/07/2011 14:30:01 pid (115644)(28520) xmapi_session::handle_message() - got all info. ready to call process_message()
04/07/2011 14:30:01 pid (115644)(28520) process_message: sending SC mail to falcon
04/07/2011 14:30:01 pid (115644)(28520) send_event:
evtype: email,
evfields: falcon^Berdnikova, Anna^^sdfgg^Ð§Ñ , 07 Ð°Ð¿Ñ 2011 14:29:44
Jhghjkl;]\[poij


04/07/2011 14:30:01 pid (115644)(28520) send_event: ready to call scauto_create_event
04/07/2011 14:30:03 pid (115644)(28520) send_event: scauto_create_event() OK
04/07/2011 14:30:03 pid (115644)(28520) xmapi_session::handle_message() - return from process_message(), status = 1
04/07/2011 14:30:13 pid (115644)(28520) debug: scauto_query for events with evsysseq>0000000000000623
04/07/2011 14:30:13 pid (115644)(28520) debug: no events with evsysseq>0000000000000623

See attached file for more details.

Thanks in advance
Respected Contributor
Larry Hollingsworth
Posts: 265
Registered: ‎08-04-2006
Message 2 of 16 (673 Views)

Re: Interaction via email has stopped working

Are your sure that the inter.map in in the Inter folder. Note, on older scauto releases there were some irregularities with selecting the correct map. Have you made any changes to the other maps in the Inter folder?
Also have you checked the incoming E-mail to make sure it would be accepted.

-Larry-
Frequent Advisor
Idea_2
Posts: 70
Registered: ‎07-01-2010
Message 3 of 16 (673 Views)

Re: Interaction via email has stopped working

Please share the following details
1. the versions of Service Manager and SCAuto.
2. are there any other integrations in your environment for incident/interaction generation?
3. the implementation steps of the same
Frequent Advisor
anabena
Posts: 61
Registered: ‎11-12-2010
Message 4 of 16 (673 Views)

Re: Interaction via email has stopped working

Hello, Larry
Hello, Idea
Thanks for your responses.

Larry, Inter.map is in right folder, see attached file. In addition, this configuration used to work properly. I haven't corrected other maps.
What exactly do you mean by "checked the incoming E-mail"?

Idea,
1. SCAuto 4.0.3, SM 9.20.021
2. have not yet
3. didn't get this point, make it clear, please
Respected Contributor
Larry Hollingsworth
Posts: 265
Registered: ‎08-04-2006
Message 5 of 16 (673 Views)

Re: Interaction via email has stopped working

Have you had a chance to view an incoming E-mail to make sure it matches your conditions in the inter.map mappings. If it doesn't match the conditions, then SCAuto treats it as an incoming E-mail.
Is your description non blank?
Do yo have this in your E-mail?
SC_event:
and this matching Registration Record in Event Services works corretly.
Frequent Advisor
anabena
Posts: 61
Registered: ‎11-12-2010
Message 6 of 16 (673 Views)

Re: Interaction via email has stopped working

Larry,
Yes, there were not any SC_description:... in email. It works ok now. But I suppose only SC_type is required, isn't it?
Respected Contributor
Larry Hollingsworth
Posts: 265
Registered: ‎08-04-2006
Message 7 of 16 (673 Views)

Re: Interaction via email has stopped working

Description is required due to the following in your map -
SC_description != ""
I don't see the same requirement for type.

-Larry-
Frequent Advisor
anabena
Posts: 61
Registered: ‎11-12-2010
Message 8 of 16 (673 Views)

Re: Interaction via email has stopped working

Thanks for your response, Larry.
I've commented this string in map and now I'm getting only "email" events again. In every case: with SC_description:.. string and without it in email body. Our customers don't want so many special words in email, how can we avoid this?
Respected Contributor
Larry Hollingsworth
Posts: 265
Registered: ‎08-04-2006
Message 9 of 16 (673 Views)

Re: Interaction via email has stopped working

Since your customers are complaining about special keywords in their E-mails, I would examine some incoming E-mails to see whether they are correct. Most importantly to see whether they are calling the correct event using the SC_event keyword -
SC_event:
Frequent Advisor
anabena
Posts: 61
Registered: ‎11-12-2010
Message 10 of 16 (673 Views)

Re: Interaction via email has stopped working

Larry, thanks again.

According SCAuto user's guide "The event type to be generated from a particular email has traditionally been specified by coding
one of the tags SC_type: or SC_event:."
So I use SC_type:, because for SC_event (according the same doc) "Valid values are pmo, pmu and pmc. Pmo is a problem open event, pmu is problem update, and pmc is problem close." But my target is to open interaction.
Anyway, now I've already tried so many ways and even with SC_event:pmo in body this is still "email" inbound event.
It looks like it doesn't see map files at all, "External Information String" on input event form doesn't fit to any of map's file.
Respected Contributor
Larry Hollingsworth
Posts: 265
Registered: ‎08-04-2006
Message 11 of 16 (671 Views)

Re: Interaction via email has stopped working

I remember a few years ago (insert long rambling story here), we had an older vsn of SCAuto and we were having issues making the event.ini file route correctly. Peregrine/HP support told us to upgrade to the newest release of SCAuto...
Frequent Advisor
anabena
Posts: 61
Registered: ‎11-12-2010
Message 12 of 16 (671 Views)

Re: Interaction via email has stopped working

Hello, Larry

Sorry for late answer. I was told we have the latest version of SCAuto.
The reason was in commenteв string SC_description!="". I don't know why but it doesn't work if there is no this string in map file or if it's commented... Do you know why this string is so important?
Respected Contributor
Larry Hollingsworth
Posts: 265
Registered: ‎08-04-2006
Message 13 of 16 (671 Views)

Re: Interaction via email has stopped working

A description is required due to the this in your map: SC_description != ""
In English, it means description not equals blank.

This means that this map will not work unless there is something in the description on your E-mail.

Since you also have: SC_description + $BODY^
This means that whatever follows the keyword SC_description: in your E-mail will be put in the description field. Typically, any other line in the body of your E-mail that doesn't start with a keyword, will also be put in description.
Frequent Advisor
anabena
Posts: 61
Registered: ‎11-12-2010
Message 14 of 16 (671 Views)

Re: Interaction via email has stopped working

Thanks for explanations, Larry.
I understand the meaning of this string, but I can't catch why it is required (my procedure doesn't work if I delete or comment this string in map file).
Respected Contributor
Larry Hollingsworth
Posts: 265
Registered: ‎08-04-2006
Message 15 of 16 (671 Views)

Re: Interaction via email has stopped working

It's possible that you have format control that requires a value in this field for the ticket you're opening.

Additionally, I find it a good idea to have a field like this to mop up the lines in the E-mail that don't have a valid "SC_..." keyword.
Advisor
khannaa
Posts: 40
Registered: ‎07-25-2011
Message 16 of 16 (550 Views)

Re: Interaction via email has stopped working

Hello Experts,

 

SCSMTP is not generating the emails & stopped suddenly.

 

We are getting the error in scsmtp logs "pid (1672)(9580) debug: no <email> events with evsysseq>0000000011366723" & "pid (1672)(9580) debug: scauto_query for <email> events with evsysseq>0000000011366723

 

I checked in eventout command and enter email there also I am getting pop message "no records found". 

 

Please help.

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