I had a similar issue with the EzEmail system that was creating tickets based on emails (ARS 7.1); when there was an error in submitting the ticket, it would rollback to error out the email submission as well so I couldn’t see what the problem was.
The quick fix was to: 1. Create a filter that runs a notify command, 2. Modify the filters that ran on submit, and 3. Enable the Error Handler to point to that filter. The filter was set to note the error code, description, mailbox name, time of submit, from, to, and subject line of the email. This has been enough to contact the sender and request email be resubmitted or to forward to the service desk to have them contact the sender by alternate means. For more intelligent handling, you can create a series of filters that read the error code thrown and act accordingly, if you can determine the problem and fix it, you can even remove the error flag and continue the submission process. For more, see “Error handling filters” in your Workflow guide. (I don’t have 7.5 guides or I’d note the pages. :^) Good luck! Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com> www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac Sent: Monday, July 16, 2012 2:37 AM 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<mailto: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<http://www.arslist.org> attend >>> wwrug12 www.wwrug12.com<http://www.wwrug12.com> ARSList: "Where the Answers >>> Are" >> __________________________________________________________ >> _____________________ >> UNSUBSCRIBE or access ARSlist Archives at >> www.arslist.org<http://www.arslist.org> attend >> wwrug12 www.wwrug12.com<http://www.wwrug12.com> ARSList: "Where the Answers >> Are" > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org<http://www.arslist.org> > attend wwrug12 www.wwrug12.com<http://www.wwrug12.com> ARSList: "Where the > Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> attend wwrug12 www.wwrug12.com<http://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"
