Hi everyone, We have numerous web pages that send email templates to our ARS system, which the system uses to create call entries. I get a copy of the template, and the response that the system sends back saying that the call was created (or the error if it is not created).
About one time in twenty I get the template email, but no call gets created, and there is no error message saying why. Remedy is reading the email, because the message disappears from its mailbox, but nothing happens after that. I resend the template to Remedy, with no changes, and the second time it always works. We’ve consulted out support service (a third-party at the time, we are now back to BMC Remedy) and they asked a lot of questions, but couldn’t find anything wrong. Their only advice was to upgrade from v 6.3 to 7 and see if that solves it. We are in the process of upgrading to v 7, but meanwhile I have to monitor all the email templates to make sure they are successful. Yesterday an urgent email template came in after work hours and it failed, and I didn’t get to re-submit it till this morning, which has everyone in a stew. So let me ask the rest of you. Has anyone else ever had this problem, and did upgrading to v 7 make it go away? (We are at ARS 6.3, HPUX-11 server) Dwayne Martin Computing Support James Madison University
