Hello everyone,
We've been having problems recently with certain email messages not appending
to the worklog properly even though they meet the required RBE rules. After
doing some logging, we were able to narrow down the problem to the following
filter:
INT:RBEEML:Email-S920-PushRBEMessage
Out of the box, the Run If qualification for this filter causes it to execute
if the following condition is met:
('Message Type' = "Incoming") AND (NOT ('Plain Text Body' LIKE "%Action:%"))
This is causing problems for us, as several of our service requests contain a
question with the phrase "Action:". As a result, any emails in reply to the
assignment notification email (or any email that contains the phrase "Action:")
will not to append to the worklog, as they fail to meet the qualification of
the above filter and do not get pushed to the RBE. As a workaround, we have
changed "Action:" to "Action :" on the affected service requests.
BMC Support has advised us that it is OK to remove the latter half of the
qualification, changing it to the following:
('Message Type' = "Incoming")
So far, I haven't run into any issues in our dev environment, but I am not
confident at all in the support I received from BMC. They spent weeks before
this was discovered trying to convince me that the problem stemmed from a
licensing issue, which I knew was not the case. As such, I'm a bit hesitant to
implement this modification and potentially break the email system in our
production environment based on their advice. I figured I'd double check with
the List to make sure that making this modification would not cause any issues.
Is there any workflow-related reason that emails with the phrase "Action:" in
the body need to be filtered?
Thanks in Advance,
Garrett Sitter
Service Management
State Employees’ Credit Union
919-376-2911
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