Re: catch the email before it is deleted
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.commailto: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
Re: catch the email before it is deleted
hi, many thanks for your input. Here is what I implemented: - on an incoming email, I copy the mail to a temp area before giving it to Remedy - on error, the Remedy deletes the email and records a log with the Message-ID - upon that error, I built a workflow to read that Message-ID, to grep it onto my temp area and to catch the email and send a notification to the user with infos about the error so the user may try again This has been done on an emergency. Next step will find out how to cancel the rollback and the deletion of the email On 7/17/2012 3:13 PM, Logan, Kelly wrote: ** 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
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
Re: catch the email before it is deleted
hi, many thanks. But I didn't see any def file attached. That's anyhow what I'd like to achieve. On 7/12/2012 7:04 PM, patchsk wrote: ** 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. 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 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. 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 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 On 12/07/2012, at 6:10 PM, Remedy Maniac remedy.man...@gmail.com mailto:remedy.man...@gmail.com 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 _attend WWRUG12 www.wwrug.com http://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com http://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.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
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
Re: catch the email before it is deleted
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
catch the email before it is deleted
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
Re: catch the email before it is deleted
Hi, Do you mean deleted from the mail server? You should have a copy in AR System Email Messages, right? When a record has been created in AR System Email Messages, the original mail is always deleted. You might configure your email system to keep a copy of all emails in another mailbox. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. 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
Re: catch the email before it is deleted
Hello, Are you talking about incomign email fucntionality?? then yes systen deletes the mail from the mailbox once read. You can see it from the log what is happening in the backend and why it giving error. It will be helpful if you can post te error log On Thu, Jul 12, 2012 at 1:50 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, Do you mean deleted from the mail server? You should have a copy in AR System Email Messages, right? When a record has been created in AR System Email Messages, the original mail is always deleted. You might configure your email system to keep a copy of all emails in another mailbox. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. 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
Re: catch the email before it is deleted
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 On 12/07/2012, at 6:10 PM, Remedy Maniac remedy.man...@gmail.com 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
Re: catch the email before it is deleted
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 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 On 12/07/2012, at 6:10 PM, Remedy Maniac remedy.man...@gmail.com 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
Re: catch the email before it is deleted
The error out entries are stored on AR System Email Error Messages form Thanks and Regards - Shivdatta -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gregory, Malcolm Sent: Thursday, July 12, 2012 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: catch the email before it is deleted 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 On 12/07/2012, at 6:10 PM, Remedy Maniac remedy.man...@gmail.com 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
Re: catch the email before it is deleted
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. On Thu, Jul 12, 2012 at 2:49 PM, Remedy Maniac remedy.man...@gmail.comwrote: 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 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 On 12/07/2012, at 6:10 PM, Remedy Maniac remedy.man...@gmail.com 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
Re: catch the email before it is deleted
I am concerned by incoming emails and I do not see any AR System Email Error Messages in my ARSystem installation 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. 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 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 On 12/07/2012, at 6:10 PM, Remedy Maniac remedy.man...@gmail.com mailto:remedy.man...@gmail.com 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 _attend WWRUG12 www.wwrug.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
Re: catch the email before it is deleted
Thats was my question Are you talking about incomign email fucntionality?? as said earlier one way is to auto forward this mail which is send to the system to another mailbox, or make a form on creation of Unique id before mail create a backup to a form. more over have you checked what does the error in the email error logs says. why is the mail not being excepted by the system. On Thu, Jul 12, 2012 at 3:32 PM, Remedy Maniac remedy.man...@gmail.comwrote: ** I am concerned by incoming emails and I do not see any AR System Email Error Messages in my ARSystem installation 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. On Thu, Jul 12, 2012 at 2:49 PM, Remedy Maniac remedy.man...@gmail.comwrote: 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 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 On 12/07/2012, at 6:10 PM, Remedy Maniac remedy.man...@gmail.com 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 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.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
Re: catch the email before it is deleted
You can change the option to delete outgoing notification messages as well. P On Jul 12, 2012, at 4:20 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, Do you mean deleted from the mail server? You should have a copy in AR System Email Messages, right? When a record has been created in AR System Email Messages, the original mail is always deleted. You might configure your email system to keep a copy of all emails in another mailbox. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. 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
Re: catch the email before it is deleted
You may create a custom Filter and leverage Filter error handler to capture the error so that the transaction is not rolled back. Thanks Mahesh Sent from my iPhone On Jul 12, 2012, at 3:09 AM, Remedy Maniac remedy.man...@gmail.com 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
Re: catch the email before it is deleted
yeah great ... many thanks for your input ... do you have more help on this idea? On 7/12/2012 5:12 PM, Mahesh Chandra wrote: You may create a custom Filter and leverage Filter error handler to capture the error so that the transaction is not rolled back. Thanks Mahesh Sent from my iPhone On Jul 12, 2012, at 3:09 AM, Remedy Maniac remedy.man...@gmail.com 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
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. 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 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. On Thu, Jul 12, 2012 at 2:49 PM, Remedy Maniac remedy.man...@gmail.comwrote: 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 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 On 12/07/2012, at 6:10 PM, Remedy Maniac remedy.man...@gmail.com 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 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.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
Re: catch the email before it is deleted
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
