Yes but that From address gets its value from somewhere.. And that ‘somewhere’, the full name had to be processed to the ‘Remedy Login ID’ after searching for a match in the CTM:People or an equivalent user base form for the Login Name of that user. That’s the piece of workflow that is being bypassed for some reason. One way this could happen is if you had a custom filter that bypassed a few filters with a Go To action..
Maybe you could check if you got any filters that have the Go To action or Go To Guide Label.. You can retrieve an entire list of Go To and Go To Guide Label filters using the query: select name from filter where filterid in (select filterid from filter_goto) or filterid in (select filterid from filter_gotaction); Add whatever clause you might want to for name to restrict names to filters that you might have added.. for eg if your customized filters have a prefix of AAA.. select name from filter where (filterid in (select filterid from filter_goto) or filterid in (select filterid from filter_gotaction)) and name like ‘AAA%’; That way instead of getting 2000 qualifying filters, you would get maybe 10... Joe From: patchsk Sent: Thursday, March 22, 2012 5:06 PM Newsgroups: public.remedy.arsystem.general To: [email protected] Subject: Re: First Contact ** In our case it is even before touching any ITSM forms. User sends an email remedy inbox. Remedy parses it and creates an incoming email entry. There itself the From address has display name of the user instead of emailid. On Thursday, March 22, 2012 1:59:23 PM UTC-5, Joe Martin D'Souza wrote: ** By any chance, for users that this is happening, is their information missing from the CTM:People form? I think in most of the ITSM out of the box workflow, the CTM:Pdople form is queried to set the value from the Remedy Login ID field from CTM:People to the any backend fields used for notification purposes.. Joe From: patchsk Sent: Thursday, March 22, 2012 1:12 PM Newsgroups: public.remedy.arsystem.general To: [email protected] Subject: Re: First Contact ** We are seeing this also at random and we are also on ITSM 7.6.03. Please post the solution if you get this resolved. I have posted same issue previously and also have worked with BMC. They were very helpful and we went through several iterations. We could not reproduce this consistently on our end. Some time the same email address to our dev server worked fine but production server is resolving display names instead of email address. The same user having this issue at one point and worked later after couple of days or once we restart the email engine. So BMC suggested it might be internal to our exchange server cluster, may be some of the exchange servers in the cluster are not getting the user info updated properly. Though our Admins disagreed with that. In the end since it was affecting very less percentage of user base we put this into back burner. The number of users having this issue is very minimum. On Thursday, March 22, 2012 10:16:34 AM UTC-5, El Ghali Yakoubi Soussane wrote: ** Hi Team, This is the first time I do contact you as recommended by a friend of mine. I need assistance concerning an issue with the email engine in ARS 7.6.03. The issue is that the email engine at a certain point of time starts getting emails wrongly. Rather than having the "From" field populated by the email address, it gets populated by the full name of the sender. I'd be more than grateful if you'd be able to provide me with some assistance. Regards, El Ghali Yakoubi _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"
