Mail is not processed as new request
Hello everyone.
In search of a way to transfer a Request from one ESM Instance (HR) to another (IT), we tried to use a custom trigger with an email notification.
The letter is successfully sent on behalf of nrd@ and gets into the help@ box.
Then ESM Instance (IT) retrieves all emails from the help@ mailbox but does not create a new request.
I found this in the logs:
I found this in the logs:
[07:29:24:795]|[11-05-2021]|[com.manageengine.servicedesk.mailutils.RequestMailHandler]|[INFO]|[18014]: This is a notification mail from the SDP application matched based on sdp-system-mail header.|
[07:29:24:795]|[11-05-2021]|[com.manageengine.servicedesk.mailutils.RequestMailHandler]|[INFO]|[18014]: Going to check whether the notification is from same application instance|
[07:29:24:795]|[11-05-2021]|[com.manageengine.servicedesk.mailutils.RequestMailHandler]|[INFO]|[18014]: sdp-instance-id header value :: trial|
[07:29:24:795]|[11-05-2021]|[com.manageengine.servicedesk.mailutils.RequestMailHandler]|[INFO]|[18014]: current instance id :: trial|
[07:29:24:795]|[11-05-2021]|[com.manageengine.servicedesk.mailutils.RequestMailHandler]|[INFO]|[18014]: This notification mail is from the same application instance. Hence, not going to process this mail|
[07:29:24:795]|[11-05-2021]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[18014]: Since this is a notification mail sent from ServiceDesk, it is not processed as new request.|
How do I get around this limitation?