04-07-2011 04:21 AM
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
server: my server
[ EMAIL ]
smin = Inter/inter.map
pmo = Problem/pmo.map
cm3rin = Change/cm3rin.map
SC_description != ""
SC_contactname + $FROM^
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
04/07/2011 14:30:01 pid (115644)(28520) debug: no
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:
evfields: falcon^Berdnikova, Anna^^sdfgg^Ð§Ñ , 07 Ð°Ð¿Ñ 2011 14:29:44
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
04/07/2011 14:30:13 pid (115644)(28520) debug: no
See attached file for more details.
Thanks in advance
04-08-2011 09:49 AM
Also have you checked the incoming E-mail to make sure it would be accepted.
04-08-2011 11:02 PM
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
04-11-2011 12:12 AM
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"?
1. SCAuto 4.0.3, SM 9.20.021
2. have not yet
3. didn't get this point, make it clear, please
04-11-2011 07:22 AM
Is your description non blank?
Do yo have this in your E-mail?
and this matching Registration Record in Event Services works corretly.
04-13-2011 12:51 AM
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?
04-13-2011 07:39 AM
04-13-2011 11:31 PM
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.
04-14-2011 01:49 PM
04-22-2011 04:45 AM
Sorry for late answer. I was told we have the latest version of SCAuto.
The reason was in commenteÐ² 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?
04-22-2011 07:53 AM
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.
04-22-2011 08:02 AM
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).
04-25-2011 08:06 AM
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.
05-08-2013 09:00 PM
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".