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: [email protected]
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: [email protected]
>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: [email protected]
>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
>
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--
Rebecca Boyd
Computer Consultant
Information Systems
Wake Forest University
Winston-Salem, NC 27109
336-758-HELP (4357)
help.wfu.edu/email.php
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