ServiceDesk

Out of the box this embedded model in SD.IncidentManagement|Initial Diagnosis|Intial Diagnosis component|Event Configuration is disabled. If I enable it subsequent incident creation whether via email or General form (not tried the Technician's form yet) has a process with no assignment. The email to group seems to work however I am getting errors like this in the SD.IncidentManagement log:

Error,Tuesday, 8 November 2011 11:08:39 AM,An Error occured in the Start Model of Incident Diagnosis.  Component:  Send Email To Group  Message: Execution Engine Exception   StackTrace: System.Exception: Execution Engine Exception ---> System.Exception: Execution Exception ---> System.Exception: We are unable to send your email, please make sure your email credentials specified correctly. Mail server address: a.b.c.d:25 Exception message: Mailbox unavailable. The server response was: 5.7.1 Unable to relay at LogicBase.Components.Default.Communication.SendEmailComponent.Run(IData data) in c:\build\projects\WF71MR2\components\LogicBase.Components.Default\Communication\EmailComponent.cs:line 599 at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp) --- End of inner exception stack trace --- at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunEngine(List`1 executionQueue) --- End of inner exception stack trace --- at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunEngine(List`1 executionQueue) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.ExecuteComponent(IData data, IOrchestrationComponent component) at LogicBase.Core.Models.EmbeddedDecisionModel.EmbeddedDecisionModelExecutionEngine.Run(IData data) at LogicBase.Core.Models.EmbeddedDecisionModel.EmbeddedDecisionModelDataType.Run(IData data) at LogicBase.Components.Default.Process.EmbeddedModelComponent.Run(IData data) in c:\build\projects\WF71MR2\components\LogicBase.Components.Default\Process\EmbeddedProcessComponent.cs:line 229 at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)

The bold bits suggest there's a problem with outbound email but as far as I can tell there isn't.

Has anyone come across this before?

Thanks

Mark

Your email server is a.b.c.d... did you obfuscate this? If not, I'd check wherever it's reading those creds from.

We are unable to send your email, please make sure your email credentials specified correctly. Mail server address: a.b.c.d:25 Exception message: Mailbox unavailable. The server response was: 5.7.1 Unable to relay

Yes, obfuscated IP address. I looked a bit harder at the email errors and noticed that admin@logicbase.com was a member of the assigned group so its email domain wouldn't be relayed. Removing that account from the appropriate groups seems to have fixed things.

What baffles me is why it stripped the process assignement.

If i'm not mistaken, this is caused by 'Send Email' component throwing up an exception when it fails. If you don't handle this exception, it will go to the general exception handling path, skipping some integral parts of workflow. It needs to be properly captured and handled, probably sending the flow to continue.

This KB could be helpful:
HOWTO10835: How do you get email notification to a group when a task is assigned?

Thanks, that will probably sort it but it does beg the question as to why wasn't this exception trigger already there? This smacks of a half finished job by the developers.

It is actually a design decision rather than oversight.

If I remember correctly, the main reason for not sending an e-mail to groups is due to the amount of e-mails this would generate. We do not want to spam users with e-mails from ServiceDesk (more than we already do).

Why the component was disabled instead of deleted, I do not know. Maybe we intended to put that feature in there in some future release or just wanted to keep the component so you could do that if you wanted.