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Unable to create Service Call by mail (SD Version 5)

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Hanspeter Loche
Super Contributor.

Unable to create Service Call by mail (SD Version 5)

Hi All

I'm unable to create a service call in SD5 by Mail. Inbound Mail, Template, Mail Address all set as described in Administrators Manual.
The reported error is:

The E-mail you sent has not resulted in the registration or update of a Service Call.
-
The following error(s) occurred:
---------------------------------------------------
For service call the following fields are required:

caller.
---------------------------------------------------
If you have any questions pertaining to this message, you can contact the helpdesk during normal support hours.


The caller can be
1. a name
2. current user or
3. create a new one

I tried option 1 and two without success.

Any ideas

Thanks a lot
Hanspeter
6 REPLIES
Ruth Porter
Acclaimed Contributor.
Solution

Re: Unable to create Service Call by mail (SD Version 5)

Hi Hanspeter,

This is probably due to the settings you have in email settings (OV Configuration>system settings>email settings). On the email commands tab, double click on New and check your settings. If you use Unrestricted then anyone can log a call BUT you must then not make Caller a required field (Data>REquired fields).

Hope this helps

Ruth
If
http://www.teamultra.net
Hanspeter Loche
Super Contributor.

Re: Unable to create Service Call by mail (SD Version 5)

Hi Ruth

Thanks a lot for your help. Unfortunately we already had all these setup you mentioned. I played a bit round with different settings. Still no success.

Thank you
Hanspeter
Ruth Porter
Acclaimed Contributor.

Re: Unable to create Service Call by mail (SD Version 5)

What mesages are in the log file? Did you put email debug on?

If you have it unrestricted with caller not required, a call should be logged.

Regards

Ruth
http://www.teamultra.net
Hanspeter Loche
Super Contributor.

Re: Unable to create Service Call by mail (SD Version 5)

Not that much, see attached. You're right: I'll open a call at hp

thank you
Hanspeter
Hanspeter Loche
Super Contributor.

Re: Unable to create Service Call by mail (SD Version 5)

Not that much, see attached. You're right: I'll open a call at hp

thank you
Hanspeter
Hanspeter Loche
Super Contributor.

Re: Unable to create Service Call by mail (SD Version 5)

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