If it were me and I couldn't find the reason for the messages being deleted, I'd solve the problem by moving out of the tool. If you're using Exchange, change the incoming mailbox from an individual account to a distribution list keeping the same address. Then add a subsequent address to the list to capture all incoming messages.
Ron -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac Sent: Sunday, July 15, 2012 11:37 PM To: arslist@ARSLIST.ORG Subject: Re: catch the email before it is deleted I am a bit tight with time ... i.e. I need to hurry up for a solution ... I can't seem to get the email that is being deleted on the fly on error I found another way of doing with the Message-Id of the email I'll build a workflow to pull out a copy of that email from disk and do something with it Thought if in the meantime, somebody would tell how to catch the email before it is deleted or even to replace the delete by another action that would be cool maybe I have missed something but I don't really see what is deleting the email ... i.e. it looks like it is on GUID not being generated but ... actually I haven't been further ... not sure if it is worth ... maybe my first workaround is quicker to implement any advice is appreciated On 7/13/2012 4:05 PM, David Durling wrote: > Serouche, > > I'm on 7.5 also. I think the emails that error & aren't kept for me often > exceed the database field length for the subject or cc: or to: fields on the > AR System Email Messages form itself. Just mentioning because if that's the > case, you'll want to take that into consideration somehow in terms of getting > the message into Remedy. > > (But I don't have an automated solution - in situations where I can, I have a > copy in another mailbox that I can manually look at, as was mentioned. Often > the message turns out to be spam, but not always.) > > David > >> -----Original Message----- >> From: Action Request System discussion list(ARSList) >> [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac >> Sent: Friday, July 13, 2012 9:30 AM >> To: arslist@ARSLIST.ORG >> Subject: Re: catch the email before it is deleted >> >> I am using ARS 7.5 patch 7 >> I have not the mentioned form >> The email is actually deleted, there is no trace of it anywhere I need a >> workflow to catch the mail before it is deleted I tried to read the file from >> disk with the Message Id provided by the Error logs but up to now, I am not >> succeeding >> >> >> >> >> On 7/12/2012 8:01 PM, Grooms, Frederick W wrote: >>> Serouche, >>> >>> You didn't state what version ARS. The "AR System Email Error Messages" >> form was introduced in the 7.6.x version of ARS. >>> Unless you have custom workflow the default escalation leaves inbound >> emails in the "AR System Email Messages" form for a couple of days before >> deleting them. The original email is an attachment on the Advanced Options >> -> Attachment Alternatives tab >>> Fred >>> >>> >>> -----Original Message----- >>> From: Action Request System discussion list(ARSList) >> [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk >>> Sent: Thursday, July 12, 2012 12:05 PM >>> To: arslist@ARSLIST.ORG >>> Subject: Re: catch the email before it is deleted >>> >>> ** >>> You should be able to find a form with name AR System Email Error >> Messages, which is an exact replica of AR System Email Messages form, with >> additional feature(button) to copy entry to AR System Email Messages form. >>> If you do not find it you can re import this form from the def file in the >> email engine install folder. >>> If I understand correctly you want to catch email errors and reprocess them >> as they occur without have to resend the email from end user. >>> We have a similar things. >>> We have monitors setup on Email log files and then this form AR System >> Email Error Messages. >>> Anytime the monitor detects a new line or a new entry then we get >> alerted. >>> Then we go to AR System Email Error Messages form and look for the error >> entry, correct the data and then click the button Copy To AR System Email >> Messages Form. It will create a regular entry in Email form and email engine >> will pick it up in the next pooling. >>> >>> -----Original Message----- >>> On Thursday, July 12, 2012 3:02:09 AM UTC-7, Remedy Maniac wrote: >>> ** >>> I am concerned by incoming emails >>> and I do not see any "AR System Email Error Messages" in my ARSystem >> installation >>> >>> -----Original Message----- >>> On 7/12/2012 11:42 AM, Rajesh Nair wrote: >>> ** >>> if i am not wrong in arsystem email messages configuration form you have >> an option for setting outgoing mail do u want to delete or not >>> if set to know the mail remains in the email message form even if there is >> error in transmitting it. >>> if the option is NO and still the message gets deleted then you probably >> need to check for the workflow. >>> >>> -----Original Message----- >>> On Thu, Jul 12, 2012 at 2:49 PM, Remedy Maniac >> <remedy.man...@gmail.com> wrote: >>> i am thinking to that solution too. >>> I already have a procedure to copy the email to disk before I give it to the >> email engine. But I'd like to build a workflow upon the error occurs >>> So i'd like to have the email not being deleted from the Remedy database >>> And to answer to Misi and Rajesh: >>> - I was referring to emails that the email engine had already pulled, and >>> not >> the one on the mail server where we have tons of copies of, >>> - and looking into the logs didn't show me where to catch the email before >> the email engine deletes it. >>> That would be cool if somebody would know and would share the >> knowledge >>> It looks like that has something to do with the GUID of the email being >> generated or not ... >>> cheers >>> >>> >>> -----Original Message----- >>> On 7/12/2012 10:55 AM, Gregory, Malcolm wrote: >>> we set up a rule on the mailbox to copy the email to another folder in the >> mailbox on arrival, that way regardless of what the email engine did, we >> caught the email >>> Cheers, Malcolm >>> >>> >>> -----Original Message----- >>> On 12/07/2012, at 6:10 PM, "Remedy Maniac" wrote: >>> >>> dear list, >>> >>> when an error occurs on email submission, the Email engine deletes the >>> message and logs an entry in AR System Email Error Logs. >>> I need to catch the email before it is deleted. >>> Is there a (simple) way to do so? >>> Any help would be appreciated. >>> Best >>> serouche >>> >>> >>> >>> >> __________________________________________________________ >> _____________________ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" >> __________________________________________________________ >> _____________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
