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SD5 SP email the account problem

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HPOPV+
Collector

SD5 SP email the account problem

hi,
while creating a new sp account 'No, i am a new SP user' and type the email for the person, i am getting the following error
'You are not eligible for service desk
your email address is not accepted'
-i configured emails for persons (z@z.com)
-i configured the SP E-mail hostname (z.com)
-the inbound email is working (i can create a SC from an email)
-the outbound email is working
-When i create a manual account i can access the sp
does anyone knows the problem?
Thanks
15 REPLIES
Mark O'Loughlin
Honored Contributor

Re: SD5 SP email the account problem

In the admin console have a look at
Service Pages - Access (not sure if this is changed in V5)

Ensure that there valid are enteries for the E-mail hostname ie. z.com (based on the details above).
HPOPV+
Collector

Re: SD5 SP email the account problem

it is configured correctly
if i have an email z@z.com
the email hostname is z.com
This is correct do you have any other suggestions
thnx
Mark O'Loughlin
Honored Contributor

Re: SD5 SP email the account problem

Hi,

sorry rereading the initial question you did mention this. Does this hapen for all accounts or just one or two accounts?
HPOPV+
Collector

Re: SD5 SP email the account problem

the account is working fine if manual but what i want is that the SD send me the username and password for a new user
and this is not working for all users
HPOPV+
Collector

Re: SD5 SP email the account problem

hi all,
can anyone have any hint
Thanks
Ruth Porter
Honored Contributor

Re: SD5 SP email the account problem

Hi Zlad,

This message occurs when the SP E-mail hostname does not match what is after the @ sign in the users primary email address.

If you say you have put this in, can you check you have no trailing spaces or remove it and put it in again.

Hope this helps

Ruth
http://www.teamultra.net
HPOPV+
Collector

Re: SD5 SP email the account problem

i did this i remove the person i removed the email host and then reconfigured them:
in person z@z.com
email hostname z.com
Still no result same error
Ruth Porter
Honored Contributor

Re: SD5 SP email the account problem

Hi Zlad,

What version and SP are you on? It works on my version 5 system (and on a 4.5 SP18 system).

Can you post screen shots of the SP E-mail hostname settings and the person record you are trying.

Regards

Ruth
http://www.teamultra.net
HPOPV+
Collector

Re: SD5 SP email the account problem

Am using SD5 sorry cant put the print screens now but am sure that the email of the person and the email host match;
Hope that not a new bug that i will add to the collection of bugs for the SD5 :)
HPOPV+
Collector

Re: SD5 SP email the account problem

The emails are imported from LDAP or from an excel sheet

what i have done is that i deleted the email account before that i copied the email and then on the new email i pasted the old one. This didnt work

When i delete the imported email them retype it MANUALLY again the sp email will work

NB: the format of the import is text
Is there a way to fix ??
Ruth Porter
Honored Contributor

Re: SD5 SP email the account problem

Hi there,

Not sure how you fix but it might be worth running a bit of SQL to see exactly what was imported and then perhaps you can see how you might need to adjust the import. I think the table you want is cdm_persons and column per_primaryemailaddress.

Hope this helps

Ruth
http://www.teamultra.net
HPOPV+
Collector

Re: SD5 SP email the account problem

I am not very good in SQL but This is comming interesting. I imported all SD5 tables but i didnt find such a table all tables begins with dbo_ (no dbo_person or dbo_cmd_person) and the last few tables are SCHEMA table
Are you sure that those tables are located in SD5 ?
thanks
Ruth Porter
Honored Contributor

Re: SD5 SP email the account problem

Hi there,

We use SQL servber and I just went into enterprise manager and viewed the tables.

If you are using Oracle, I don't think I can help as I do not have access to such a system.

Regards

Ruth
http://www.teamultra.net
HPOPV+
Collector

Re: SD5 SP email the account problem

i found the table and the email are in the primary email colomn what are the suggested troubleshooting
thx
Ruth Porter
Honored Contributor

Re: SD5 SP email the account problem

Hi there,

I suggested the SQL to check that the data in the record when imported matches exactly what is entered manually.

So my idea was: import from LDAP, check whether the sp account email worked, if not use SQL to see what was stored in the record. Then try it with the email entered manually and compare the results.

Hope this helps

Ruth
http://www.teamultra.net
//Add this to "OnDomLoad" event