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Updating Service Calls via email

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Peter Dent
Outstanding Contributor.

Updating Service Calls via email

I'm running SD 4.5 SP17.

I've configured HPOV to accept incoming email to update service calls via email and it works ok, well up to a point.

The problem is that our email system automaticlly appends signatures and disclaimers to ALL email.

This causes an error and a failure to update in HPOV.

I know, I know the manual says use BEGIN and END to enclose the update text and it will be ok.

But, it doesn't seem to work?

This is an example of what I've tried:

BEGIN

Information = This is a test

END

But I get the same failure to update message back.

I know the method works because I can send from a webmail client which does not append anything to the email and the update works.

Can anybody tell me how I can get HPOV to disregard the signature and disclaimer on an email?

Thanks.
6 REPLIES
Peter Dent
Outstanding Contributor.

Re: Updating Service Calls via email

Anybody have any ideas?
Ruth Porter
Acclaimed Contributor.

Re: Updating Service Calls via email

Hi Peter,

I had not previously been aware of the way you could use BEGIN/END so you are ahead of me here.

The only things I can suggest are:
1. Does the log file have anything useful?
2. contact HP and log a case

Sorry I can't be any more help

Ruth
http://www.teamultra.net
Peter Dent
Outstanding Contributor.

Re: Updating Service Calls via email

Ruth,

The log file just shows the error, the fact that it failed to update.

It says that all the text in the email after the actuall message is "Invalid field name"

Which is why the Begin / End is used to get it to ignore the rest of the email.

That's what the manual says anyway, but it doesn't seem to work.
Ruth Porter
Acclaimed Contributor.

Re: Updating Service Calls via email

Hi Peter,

I can not see anything relevant in the self solve search and so I think you should log a case with HP as it seems to me to be a bug.

Regards
Ruth
http://www.teamultra.net
JaS_4
Acclaimed Contributor.

Re: Updating Service Calls via email

If I remember correctly, it's *BEGIN and *END. BEGIN & END without the * prefix doesn't work.
Embedded graphics like signature stuffs things up as SD only seems to handle text only but I seen it handle html email.
Sailesh_D
Trusted Contributor.

Re: Updating Service Calls via email

Hi Peter,

Try giving the below information in the body of your update mail and enter the text in the given < >

*BEGIN

Information =

/*END

And send me the error message if you get any.