Workflow and ServiceDesk Community

I am new to ServiceDesk and am trying to deploy a fresh install of ServiceDesk 7.5. I have installed the solution, but did not enter any of the email settings during the install process. I have gone into the Application Settings and updated the values with what I believe are the correct settings. However, email monitoring does notappear to be working. I don't get any error messages in the logs, but when I send an email with the words "New Incident" in the subject line a ticket is not created.

Could someone let me know if the settings look correct. I have changed the actual values for security.

Looks okay, I think. Is the Email Monitoring project indeed published? Have you tried setting the logging level to at least "warn" for the email monitor process?

Under Workflow Explorer SD.Email.Monitor is listed a s a Current Running Process. I have set the logging level to All. I just sent another test message but still nothing in the log. I am not sure the project is published. How would I check that?

If it's showing as a Current Running Process, then it's published. Does the behavior change if you invoke the monitor manually? http://localhost/SD.Email.Monitor/EmailMonitoringService.asmx will get you there, though I believe it can only be accessed from the server itself, and not just because it's 'localhost'.

Are you familiar with Workflow Solution? You should open up the SD.EmailMonitor project and run it in debug mode to see where/if it fails. Maybe it's just not published if you deselected during the installation process.

In the installation folder there is a "logs" folder where you can find logs from the projects, check if there are any logs from the sd.email.monitor project.

Ok, the monitoring seems to be running. Every 15 minutes this appears in the log.

So the project seems to be running. Although it is not finding anything.

I think Daniel is right and the next step would be to run the project in the debugger and see what you get.

The project does not appear to be failing. Here is the most current log.

Debug,Monday, November 04, 2013 10:45:00 AM,-----SoapRequest at 11/4/2013 10:45:00 AM
<?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"><soap:Body><CheckForMessages xmlns="www.transparentlogic.com" /></soap:Body></soap:Envelope>

Info,Monday, November 04, 2013 10:45:00 AM,Beginning to execute component Start (LogicBase.Components.Default.Process.StartComponent)
Debug,Monday, November 04, 2013 10:45:00 AM,data prior to executing component Start

Info,Monday, November 04, 2013 10:45:00 AM,executed component Start:StartComponent in 0 milliseconds
Info,Monday, November 04, 2013 10:45:00 AM,Beginning to execute component Create Log Entry (LogicBase.Components.Default.Logging.CreateLogEntryComponent)
Debug,Monday, November 04, 2013 10:45:00 AM,data prior to executing component Create Log Entry
bdc5006b-3546-43dc-9981-7254729850fdCheck = LogicBase.Components.Default.Triggers.RecursionDataStructure

Warn,Monday, November 04, 2013 10:45:00 AM,Email Monitor Process is Starting. Checking to see if Email Monitor has been set up.
Info,Monday, November 04, 2013 10:45:00 AM,executed component Create Log Entry:CreateLogEntryComponent in 0 milliseconds
Info,Monday, November 04, 2013 10:45:00 AM,Beginning to execute component Using Email Monitor? (LogicBase.Components.Default.FlowControl.TrueFalseRule)
Debug,Monday, November 04, 2013 10:45:00 AM,data prior to executing component Using Email Monitor?
bdc5006b-3546-43dc-9981-7254729850fdCheck = LogicBase.Components.Default.Triggers.RecursionDataStructure

Info,Monday, November 04, 2013 10:45:00 AM,executed component Using Email Monitor?:TrueFalseRule in 15.6001 milliseconds
Info,Monday, November 04, 2013 10:45:00 AM,Beginning to execute component End (LogicBase.Components.Default.Process.EndComponent)
Debug,Monday, November 04, 2013 10:45:00 AM,data prior to executing component End
bdc5006b-3546-43dc-9981-7254729850fdCheck = LogicBase.Components.Default.Triggers.RecursionDataStructure

Info,Monday, November 04, 2013 10:45:00 AM,model execution time (9a4b1d49-f653-4915-9054-fc4d667eec6b) : 00:00:00.0312002
Info,Monday, November 04, 2013 10:45:00 AM,executed component End:EndComponent in 0 milliseconds
Debug,Monday, November 04, 2013 10:45:00 AM,doing clean up routine
Debug,Monday, November 04, 2013 10:45:00 AM,-----SoapResponse at 11/4/2013 10:45:00 AM
<?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"><soap:Body><CheckForMessagesResponse xmlns="www.transparentlogic.com" /></soap:Body></soap:Envelope>

This populates every 15 minutes. I do not see any errors.

I ran the debugger and received no errors. This is the only message in the log at the time I invoked it:

Warn,Monday, November 04, 2013 11:05:23 AM,Email Monitor Process is Starting. Checking to see if Email Monitor has been set up.
 

Oh! That's quite useful, actually. The first thing it does is check to see if "EmailMonitoringUseInboundManagement" is checked. I thought that was only applicable to the "Inbound Management" project, not general email monitoring.

So, yeah, check that box. Sorry for misunderstanding what that box did the in the first place.

You might also want to check your email server name. It's set as exchange.sever.com not exchange.server.com.

I checked the "EmailMonitoringUseInboundManagement" box and it did start working. However, It takes every email out of the Inbox. I only want the emails that have "New Incident" in the Subject line to be removed. I am begining to think that that will not happen unless I modify the workflow.

By default, the SD.Email.Monitor project will process ALL e-mails in inbox of the selected mailbox. Emails that have "New Ticket" or "New Incident" in the title will automatically be used to create an Incident. E-mails that do not have "New Ticket" or "New Incident" in the subject will automatically be processed into EM tickets, which can later be classified by your Service Managers group into various places (Incident, Problem, KB article, etc.)

All e-mails are going to be processed and deleted, the subject determines how they are processed. If you ONLY want to process tickets that have New Incident or New Ticket in the subject, the easiest way to accomplish this would to be creating a rule in your mailbox to only allow those e-mails in the inbox.