Email Command Troubleshooting Checklist
- To begin troubleshooting, confirm that the email command feature is enabled in Set up --> Mail server settings -- > Email Command. Ensure the syntax of the email command is correct, including the command itself and the command delimiter.
- Verify that the required fields are present in the request template being used and that the "Requester can set" option is enabled for each of those fields. The values provided in the email should exactly match the existing options configured in the application for those fields.
- Make sure the sender’s email address belongs to a valid requester or technician in the application and that the user has login enabled. Email commands will only work if the user sending the email can log in to the application.
- Check for formatting issues such as extra spaces, special characters, or unintended line breaks, which may interfere with email command processing.
- If there are mandatory fields in the template, ensure those are included as part of the email commands; missing values for required fields can prevent successful request creation.
- In case the email appears valid but still does not create a request, go to Setup → Data Administration → System Log and check for any errors related to email parsing. If errors are found, take a screenshot of the message and share it for further investigation.
- For requesters to use email commands effectively, they must have access to select field values through the UI when logged in. For example, if a requester is trying to set a category using an email command, the Category field must be added to the default template with the "Requester can set" option enabled.
Only technicians are allowed to create both incident and service requests via email command. Requesters can create only incident requests through email command.
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