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Service Desk Practitioners Forum
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Service Call Update using "Update" Email Command

Badrinath H K
Honored Contributor.

Service Call Update using "Update" Email Command

Service Call does not get updated using "Update" Email command and generated the below error:

Tue, 27/03/2007 12:13:12 Subject : Update 1

Tue, 27/03/2007 12:13:12 To : [ovhelpdesk]
Tue, 27/03/2007 12:13:12 Plaintext :

Description = New 123


Tue, 27/03/2007 12:13:12 Attachments: []
Tue, 27/03/2007 12:13:12 Reply-To : null
Tue, 27/03/2007 12:13:12 Reply-To :
Tue, 27/03/2007 12:13:12 Mail from : Test User

Tue, 27/03/2007 12:13:12 ReturnPath : tuser@qatarairways.com.qa
Tue, 27/03/2007 12:13:12 Importance : Normal
Tue, 27/03/2007 12:13:12

Description = New 123

: Invalid field name
Tue, 27/03/2007 12:13:12 Send mail to: Test User

Tue, 27/03/2007 12:13:12 Server : domino.qatarairways.com.qa port: 25
Tue, 27/03/2007 12:13:12 From : itservicedesk@qatarairways.com.qa
Tue, 27/03/2007 12:13:12 From alias : IT Service Desk
Tue, 27/03/2007 12:13:12 Reply to : itservicedesk@qatarairways.com.qa
Tue, 27/03/2007 12:13:12 CC : wrong_sd@domain.com
Tue, 27/03/2007 12:13:12 BCC :
Tue, 27/03/2007 12:13:12 Subject : Your call has not been accepted
Tue, 27/03/2007 12:13:12 Body : The E-mail you sent has not resulted in the registration or update of a Service Call.
-
The following error(s) occurred:
-----------------------------------------------

Description = New 123

: Invalid field name
-----------------------------------------------

Any Help ????

Thanks,
Badrinath
3 REPLIES
Michael Lutfi
Outstanding Contributor.

Re: Service Call Update using "Update" Email Command

Can create a new Service Call using the New e-mail command?
Thorfinn Thomas
Super Contributor.

Re: Service Call Update using "Update" Email Command

The email received is not plain text, but HTML, and according to your post, this code results in the error:

"Tue, 27/03/2007 12:13:12

Description = New 123

: Invalid field name"

It also says (further up):
"Tue, 27/03/2007 12:13:12 Plaintext :

Description = New 123

"

It looks like that you are using a plain text SMTP template (for instance "SD Inbound Email call") for this email connection?


Try again with a truly plaintext message, and it might just solve your problem.

Hope this helps.
Reards, Thorfinn.
Badrinath H K
Honored Contributor.

Re: Service Call Update using "Update" Email Command

Hi Michael & Thorfinn,

The "New" email command works very well and i am not having any issues with the same.

The objective I have is: Users in the enviornment will use SP to log Service Call and as SD 4.5 does not support attachment through SP, I want these users to update their records with attachment using "Update" command.

When my above requirement of update did not seem to work i tried normal update to existing record and it generates the error i have posted earlier...

Any Help???

Thanks,
Badri