Commodore Commodore
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Incoming Email Integration – Unable to find the request that was created

Good day everyone. I am using the 2018.02 version of the SMA-X which was installed from the AWS Marketplace for trial of the software.

I created an incoming email integration by following the steps on the document “ConfigurationGuide_2017_12.pdf” section “Configuring Email Integration with a Gmail account” on page 141 - 154.

All components are working because when I send an incoming mail, the log file from OPB indicates that the mail has been read and moved to folder Processed. 

2018-05-28 08:08:02 INFO OpbEmailSyncTask: Going to loop over 1 messages...

2018-05-28 08:08:02 INFO OpbEmailSyncTask: messageSize: 5354

2018-05-28 08:08:02 INFO OpbEmailSyncTask: Add message to MessagesPerBulk. message's subject: 'Re: ** PROBLEM Service Alert: bdcvsss065.asggroup.com.au is CRITICAL **', messageSize: 5354

2018-05-28 08:08:02 INFO OpbEmailSyncTask: Inside (!currentMessagesPerBulk.getMessages().isEmpty())

2018-05-28 08:08:02 INFO OpbEmailSyncTask: Add current bulk to the threads list. messages: 1, sourceMail: 'smax.incoming@gmail.com', isControlMode: false, bulks: 0

2018-05-28 08:08:02 INFO OpbEmailSyncTask: Going to create 1 future threads, one for each bulk, the number of threads is limited by pool thread

2018-05-28 08:08:02 INFO OpbEmailSyncTask: createBulk(): going to convert 1 messages to byte arrays...

2018-05-28 08:08:03 INFO OpbEmailSyncTask: createBulk(): 1 messages converted to 1 byte arrays

2018-05-28 08:08:03 INFO OpbEmailSyncTask: createBulk(): return bulk with 1 items

2018-05-28 08:08:03 INFO OpbEmailSyncTask: return bulks: 1

2018-05-28 08:08:03 INFO OpbEmailSyncTask: finally: inboxFolder is open ==> close it

2018-05-28 08:08:03 INFO OpbEmailSyncTask: 'getData' finished. num bulks: 1

2018-05-28 08:08:03 INFO OpbEmailSyncTask: Going to execute 'sendAndDeleteData'

2018-05-28 08:08:03 INFO OpbEmailSyncTask: Preparing to send 1 number of data bulks

2018-05-28 08:08:04 INFO OpbEmailSyncTask: isImapProtocol(): true. protocol: IMAPS

2018-05-28 08:08:04 INFO OpbEmailSyncTask: isEmailFolderSupported(): true. folderName: Processed

2018-05-28 08:08:04 INFO OpbEmailSyncTask: handleBulkFinishSuccess(): destFolder 'Processed' supported, open index folder

2018-05-28 08:08:04 INFO OpbEmailSyncTask: getMessagesInBulk(): going to create MessageIdentifiers from 1 items of bulk...

2018-05-28 08:08:04 INFO OpbEmailSyncTask: getMessagesInBulk(): finish created 1 MessageIdentifiers from 1 items of bulk

2018-05-28 08:08:04 INFO OpbEmailSyncTask: getMessagesInBulk(): going to read all(seen & unseen) messages from inbox

2018-05-28 08:08:05 INFO OpbEmailSyncTask: getMessagesInBulk(): read 1 messages from inbox

2018-05-28 08:08:05 INFO OpbEmailSyncTask: getMessagesInBulk(): going to add to MessageIdentifiers 1 messages from inbox...

2018-05-28 08:08:05 INFO OpbEmailSyncTask: getMessagesInBulk(): finish added to MessageIdentifiers 1 messages from inbox

2018-05-28 08:08:05 INFO OpbEmailSyncTask: getMessagesInBulk(): return 1 messages

2018-05-28 08:08:05 INFO OpbEmailSyncTask: handleBulkFinishSuccess(): copy 1 messages from 'inboxFolder' to 'Processed'

2018-05-28 08:08:08 INFO OpbEmailSyncTask: handleBulkFinishSuccess(): mark 1 messages as DELETED

2018-05-28 08:08:09 INFO OpbEmailSyncTask: handleBulkFinishSuccess(): close index folder

2018-05-28 08:08:09 INFO OpbEmailSyncTask: handleBulkFinishSuccess(): incrementSuccesItemCount by 1

2018-05-28 08:08:09 INFO OpbEmailSyncTask: handleBulkFinishSuccess(): reportTaskProgress as success

2018-05-28 08:08:09 INFO OpbEmailSyncTask: Finished sending 1 number of data bulks

2018-05-28 08:08:09 INFO OpbEmailSyncTask: 'sendAndDeleteData' finished

 

Inside SMAX, on the Integration module, it has indicated that it has Processed 1.

Capture.JPG

But I can’t find the request that it created.

My end point configuration is below.  I have created an offering called “Incoming email alerts” where it has rules that it will raise an incident if the email subject contains the word CRITICAL.  When I test the offering by manually raising a request, it is creating a request with related incident.

 Capture.JPG

Can someone tell me where can I find the request that it raised?  Or which log file to check to find to what happened?  The only log file that I am looking at the moment is the one from the OPB server on C:\ProgramData\MicroFocus\On-Premise Bridge Agent\product\log\email-integration-domain and it only tells me if the incoming email has been successfully read and moved to the Processed folder.

Would appreciate any ideas/thoughts on this.

Thanks and and regards.

 

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Commodore Commodore
Commodore

It;'s working now.  Solution was:

  1. From the main menu, select Administration > Configuration > Service Portal Settings > Feature Settings.
  2. In the Enable request creation and actions from email field, select On.
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