We have upgraded our TEST server to SP25. Once we did that, our emails to open support requests are failing, stating that the PRIORITY and TARGET DATE are missing. We're using custom templates (that work in the SP23 server - PRODUCTION)and have the PRIORITY preset. We have looked at everything in our configuration and cannot figure out the problem. We want to upgrade our PRODUCTION server to SP25, but will not until we are sure that our automated SR generation via email is not going to break. I have attached an excerpt from our server log file. The text in red within this attachment is what is being emailed back to me in response to the error. Thank you.
I've tried that. I created a brand new template, from scratch, then related to an inbound email address that we've setup on our mail server. Everytime I email that address to auto-generate a support request, I get the same error message:
The E-mail you sent has not resulted in registration/update of a Service Call. - The following error(s) occurs: --------------------------------------------------- For support request the following fields are required:
We had to get a hot fix from HP to resolve this. ITSM009366-9541. This hot fix also contains the Exchange 2007 not able to create service calls from emails with attachments bug. After installing the hot fix go to the administrator console, system panel, e-mail, E-mail Priority Mapping tab and blank out the low, normal, and high priorities. The hot fix works as follows: The template priority is ignored and is determined by the template service's SLA/BIL and the Impact set in the template. This is for SP25. The exchange 2007 attachment issue is fixed in SP26.