I am receiving event log errors when attempting to log a service request via email. This only happens if the user is an analyst in the system.
To give a bit more detail; when an analyst sends an email to the service desk the process fails and logs the event errors noted below. When an end user sends an email it processes it successfully. I tested this out by removing my analyst / admin perms and setting myself as an end user. The system successfully processed my inbound email and generated a ticket. Setting myself back to an analyst caused the process to fail. This does not happen in the incident management process. This is an issue as anyone should be able to submit service requests via email. I'm curious if anyone else is experiencing this issue and if it has been resolved? This looks to be a similar issue noted for the incident management process in post 102349:
https://community.landesk.com/support/message/102349#102349
I have included excerpts of the 3 event log errors that are thrown:
Event Log Error 1:
Log Name: Application
Source: Servicedesk.MailInbound
Task Category: None
Level: Error
Keywords: Classic
Could Not Find Process for Subject Test Email: Subject
<Data>Could Not Find Process for Subject Test Email: Subject</Data>
</EventData>
</Event>
Event Log Error 2:
Log Name: Application
Source: Servicedesk.MailInbound
Task Category: None
Level: Error
Keywords: Classic
Description:
This Request has changed status, and the action you selected is no longer available. Please redisplay the window and try again.
<Data>This Request has changed status, and the action you selected is no longer available. Please redisplay the window and try again.</Data>
</EventData>
</Event>
Event Log Error 3:
Log Name: Application
Source: Touchpaper Services
Task Category: None
Level: Error
Keywords: Classic
TouchpaperException
Touchpaper Error Code: Exception.Data.InvokeFunctionAtWrongStatus (-2147220429)
This Request has changed status, and the action you selected is no longer available. Please redisplay the window and try again.
Stack Trace:
at Touchpaper.Framework.Data.DataObject.ValidateLifecycleAction(IBusinessFunction function, Object param1, Object param2, ILifecycle lifecycle, IStatus status)
at Touchpaper.Framework.Data.DataObjectContext.ProcessLifecycleAction(DataObject dataObject, IBusinessFunction function, Object param1, Object param2, Boolean isAutomatic, Boolean validateOnly)
at Touchpaper.Framework.Data.DataObjectContext.ProcessBusinessFunction(FunctionInvocation functionInvocation, Boolean isAutomatic, Boolean validateOnly)
at Touchpaper.Framework.Data.DataObjectContext.ProcessBusinessFunctions()
at Touchpaper.Framework.Data.DataObjectContext.SaveChanges()
at Touchpaper.Framework.Web.DataService.SaveChanges(SDataObjectContext sctxt, Boolean returnChanges)
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Touchpaper Services" />
<EventID Qualifiers="0">0</EventID>
<Level>2</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2014-05-27T18:04:54.000000000Z" />
<Security />
</System>
<EventData>
<Data>TouchpaperException
Touchpaper Error Code: Exception.Data.InvokeFunctionAtWrongStatus (-2147220429)
This Request has changed status, and the action you selected is no longer available. Please redisplay the window and try again.
Stack Trace:
at Touchpaper.Framework.Data.DataObject.ValidateLifecycleAction(IBusinessFunction function, Object param1, Object param2, ILifecycle lifecycle, IStatus status)
at Touchpaper.Framework.Data.DataObjectContext.ProcessLifecycleAction(DataObject dataObject, IBusinessFunction function, Object param1, Object param2, Boolean isAutomatic, Boolean validateOnly)
at Touchpaper.Framework.Data.DataObjectContext.ProcessBusinessFunction(FunctionInvocation functionInvocation, Boolean isAutomatic, Boolean validateOnly)
at Touchpaper.Framework.Data.DataObjectContext.ProcessBusinessFunctions()
at Touchpaper.Framework.Data.DataObjectContext.SaveChanges()
at Touchpaper.Framework.Web.DataService.SaveChanges(SDataObjectContext sctxt, Boolean returnChanges)</Data>
</EventData>
</Event>