Re: Urgent incoming email engine issue
Yes. However, we got this to work (somewhat) by modifying our Incoming email mailbox config email action to "Parse" but apparently this poses additional problems with HTML emails. In addition, we had other multiple-line submits that we tried using the [$$ $$] parameters with and came across a different problem. See below for Remedy Supports response. Apparently, 6.3 patch 17 will have a fix for this HTH. Here's the problem. The email engine looks for special names followed by a colon to pass as parameters. If the email engine is parsing and it see's the value, "Name:", it tries to immediately look for the value following the colon and try to pass the value as a login name for authentication. The email engine has many paramters that it looks for. The assumption is the data, even the data between [$$ $$] is not looked at for parsing. The email engine actually does check the data and does look at the value passed between a [$$ $$]. He has also noticed that with your data for the diary field happens to use the Name: parameters. The email engine is reading those parameters and getting incorrect information, and in his case too much data for the Login Name value. Here are the parameters the email engine is reading in the diary field. Users Manager Full Name: John Doe Full Name: Doe, Jane The email engine is parsing these two values because it matches our parameter with a colon after it. If the colon was not after the Name value then the email engine would not try to parse it as the login name. There is two option of resolving this problem. 1. Make sure email engine parameters does not have colon after the value when you don't want it to parse it. 2. Wait for Patch 17 that includes a fix with the [$$ $$]. Patch 17 will not read any of the data in [$$ $$] as global parameters. To check on all the email engine parameters and there alias values check the 6.3 Email Engine manual on page 189 - 190. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rebecca Boyd Sent: Thursday, May 11, 2006 11:46 AM To: arslist@ARSLIST.ORG Subject: Re: Urgent incoming email engine issue Did Remedy Support confirm this? Did they suggest a fix or workaround? William Rentfrow wrote: >I came to this same conclusion over the weekend. I'm waiting for Remedy Support to confirm right now. > >William Rentfrow >Principal Consultant, StrataCom >[EMAIL PROTECTED] >O 952-432-0227 >C 701-306-6157 > > > >-Original Message- >From: Action Request System discussion list(ARSList) on behalf of Hall Chad - chahal >Sent: Mon 4/24/2006 10:59 AM >To: arslist@ARSLIST.ORG >Subject: Re: Urgent incoming email engine issue > >I just tried this myself and got the same results. This is definitely a >bug. I just now opened a ticket with Remedy Support on it. I also >back-tracked patch levels to find one that worked. It looks like Patch >15 also has this problem, but Patch 14 seems to work. I presume it's >safe to run Patch 14 Email Engine on a Patch 16 AR Server, but I'm >waiting on Remedy Support to confirm that as well. > >Chad Hall >(501) 342-2650 > > >-Original Message- >From: Action Request System discussion list(ARSList) >[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow >Sent: Friday, April 21, 2006 6:18 PM >To: arslist@ARSLIST.ORG >Subject: Urgent incoming email engine issue > >This is AR Server/Email engine patch 16. > >When using an incoming email "submit" template the documentation (and >Remedy tech support) specify that any field with multiple lines must be >included in [$$ $$]. For example, a Worklog in a properly formatted >incoming email might be: > >Schema: HPD_Test >Server: MyARServer >Login: Demo >Password: >Action: Submit >Format: Short >!Status!: Work In Progress >!WorkLog!: [$$ This >has >multiple >lines $$] > >In the current version any emails we recieve with the [$$ $$] pairs do >not work. The parser completely cuts this section out of the entry that >goes into the AR System Email Messages form. > >If we do not put in the [$$ $$] pairs then the entry does end up in the >AR System Email Messages form but does not process correctly into the >submit action because these are needed. > >Is the documentation wrong? Or the formatting? Any help would be >appreciated. > >William Rentfrow >Principal Consultant, StrataCom >[EMAIL PROTECTED] >O 952-432-0227 >C 701-306-6157 > >___ _ >___ >UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org >*** ** >The information contained in this c
Re: Urgent incoming email engine issue
Did Remedy Support confirm this? Did they suggest a fix or workaround? William Rentfrow wrote: I came to this same conclusion over the weekend. I'm waiting for Remedy Support to confirm right now. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 -Original Message- From: Action Request System discussion list(ARSList) on behalf of Hall Chad - chahal Sent: Mon 4/24/2006 10:59 AM To: arslist@ARSLIST.ORG Subject: Re: Urgent incoming email engine issue I just tried this myself and got the same results. This is definitely a bug. I just now opened a ticket with Remedy Support on it. I also back-tracked patch levels to find one that worked. It looks like Patch 15 also has this problem, but Patch 14 seems to work. I presume it's safe to run Patch 14 Email Engine on a Patch 16 AR Server, but I'm waiting on Remedy Support to confirm that as well. Chad Hall (501) 342-2650 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 21, 2006 6:18 PM To: arslist@ARSLIST.ORG Subject: Urgent incoming email engine issue This is AR Server/Email engine patch 16. When using an incoming email "submit" template the documentation (and Remedy tech support) specify that any field with multiple lines must be included in [$$ $$]. For example, a Worklog in a properly formatted incoming email might be: Schema: HPD_Test Server: MyARServer Login: Demo Password: Action: Submit Format: Short !Status!: Work In Progress !WorkLog!: [$$ This has multiple lines $$] In the current version any emails we recieve with the [$$ $$] pairs do not work. The parser completely cuts this section out of the entry that goes into the AR System Email Messages form. If we do not put in the [$$ $$] pairs then the entry does end up in the AR System Email Messages form but does not process correctly into the submit action because these are needed. Is the documentation wrong? Or the formatting? Any help would be appreciated. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org * The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank you. * ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Rebecca Boyd Computer Consultant Information Systems Wake Forest University Winston-Salem, NC 27109 336-758-HELP (4357) help.wfu.edu/email.php ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Urgent incoming email engine issue
I came to this same conclusion over the weekend. I'm waiting for Remedy Support to confirm right now. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 -Original Message- From: Action Request System discussion list(ARSList) on behalf of Hall Chad - chahal Sent: Mon 4/24/2006 10:59 AM To: arslist@ARSLIST.ORG Subject: Re: Urgent incoming email engine issue I just tried this myself and got the same results. This is definitely a bug. I just now opened a ticket with Remedy Support on it. I also back-tracked patch levels to find one that worked. It looks like Patch 15 also has this problem, but Patch 14 seems to work. I presume it's safe to run Patch 14 Email Engine on a Patch 16 AR Server, but I'm waiting on Remedy Support to confirm that as well. Chad Hall (501) 342-2650 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 21, 2006 6:18 PM To: arslist@ARSLIST.ORG Subject: Urgent incoming email engine issue This is AR Server/Email engine patch 16. When using an incoming email "submit" template the documentation (and Remedy tech support) specify that any field with multiple lines must be included in [$$ $$]. For example, a Worklog in a properly formatted incoming email might be: Schema: HPD_Test Server: MyARServer Login: Demo Password: Action: Submit Format: Short !Status!: Work In Progress !WorkLog!: [$$ This has multiple lines $$] In the current version any emails we recieve with the [$$ $$] pairs do not work. The parser completely cuts this section out of the entry that goes into the AR System Email Messages form. If we do not put in the [$$ $$] pairs then the entry does end up in the AR System Email Messages form but does not process correctly into the submit action because these are needed. Is the documentation wrong? Or the formatting? Any help would be appreciated. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org * The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank you. * ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Urgent incoming email engine issue
I just tried this myself and got the same results. This is definitely a bug. I just now opened a ticket with Remedy Support on it. I also back-tracked patch levels to find one that worked. It looks like Patch 15 also has this problem, but Patch 14 seems to work. I presume it's safe to run Patch 14 Email Engine on a Patch 16 AR Server, but I'm waiting on Remedy Support to confirm that as well. Chad Hall (501) 342-2650 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, April 21, 2006 6:18 PM To: arslist@ARSLIST.ORG Subject: Urgent incoming email engine issue This is AR Server/Email engine patch 16. When using an incoming email "submit" template the documentation (and Remedy tech support) specify that any field with multiple lines must be included in [$$ $$]. For example, a Worklog in a properly formatted incoming email might be: Schema: HPD_Test Server: MyARServer Login: Demo Password: Action: Submit Format: Short !Status!: Work In Progress !WorkLog!: [$$ This has multiple lines $$] In the current version any emails we recieve with the [$$ $$] pairs do not work. The parser completely cuts this section out of the entry that goes into the AR System Email Messages form. If we do not put in the [$$ $$] pairs then the entry does end up in the AR System Email Messages form but does not process correctly into the submit action because these are needed. Is the documentation wrong? Or the formatting? Any help would be appreciated. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org * The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank you. * ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Urgent incoming email engine issue
I know this isn't helpful, but what is it about the weekend that causes the Remedy Email Engine to act up? --Tim --- William Rentfrow <[EMAIL PROTECTED]> wrote: > This is AR Server/Email engine patch 16. > > When using an incoming email "submit" template the documentation (and Remedy > tech support) specify that any field with multiple lines must be included in > [$$ $$]. For example, a Worklog in a properly formatted incoming email might > be: > > Schema: HPD_Test > Server: MyARServer > Login: Demo > Password: > Action: Submit > Format: Short > !Status!: Work In Progress > !WorkLog!: [$$ This > has > multiple > lines $$] > > In the current version any emails we recieve with the [$$ $$] pairs do not > work. The parser completely cuts this section out of the entry that goes > into the AR System Email Messages form. > > If we do not put in the [$$ $$] pairs then the entry does end up in the AR > System Email Messages form but does not process correctly into the submit > action because these are needed. > > Is the documentation wrong? Or the formatting? Any help would be > appreciated. > > William Rentfrow > Principal Consultant, StrataCom > [EMAIL PROTECTED] > O 952-432-0227 > C 701-306-6157 > > ___ > UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org > > ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Urgent incoming email engine issue
This is AR Server/Email engine patch 16. When using an incoming email "submit" template the documentation (and Remedy tech support) specify that any field with multiple lines must be included in [$$ $$]. For example, a Worklog in a properly formatted incoming email might be: Schema: HPD_Test Server: MyARServer Login: Demo Password: Action: Submit Format: Short !Status!: Work In Progress !WorkLog!: [$$ This has multiple lines $$] In the current version any emails we recieve with the [$$ $$] pairs do not work. The parser completely cuts this section out of the entry that goes into the AR System Email Messages form. If we do not put in the [$$ $$] pairs then the entry does end up in the AR System Email Messages form but does not process correctly into the submit action because these are needed. Is the documentation wrong? Or the formatting? Any help would be appreciated. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
