Workflow and ServiceDesk Community

Not sure if anyone else has reported this but in SD.Email.Monitor workflow in SD 7.1 needs to be fixed/updated; as it is the "out of office autoreply" does not catch those emails; because it is using "Text equal" component and chances of this component catching any out of office message are zero to none...

So the fix is: open up "SD.Email.Monitor -> ProcessMessage model -> Check for Specific Emails", it is using "Text equal" component to check for "out of office autoreply" match; Instead it should be replaced with "Text Contain Rule" component (funny thing is, its label even says contain)

So there are two places in that embedded model which need to be updated; and using MultiTextContainRule component is probably better (which is what I ended up using)

I have attached a screen shot also.

I have been looking at those components trying to figure out what was wrong for a couple of weeks now! I should have looked at what the component actually was rather than what its friendly title was. I have made the modifications and should know by tomorrow if it is working as I am now expecting it should.

This was very helpful...Thanks!

We noticed this a while back and made a similar modification to this workflow.

I used your description and reported this internally at Symantec.

From what I understand, Email Monitoring has been "wildly" redone in SP2. Perhaps this was captured and fixed.