Error forwarding email to service desk
Hello,
I attempted to forward an email to our service desk and it is erroring out. The error in the Email Monitor logs is:
| 90125825 | Error | Error encountered while attempting to process email. Platform Email Id: [AAkALgAAAAAAHYQDEapmEc2byACqAC-EWg0ATmEJLpWAjUOfw66c6Z7iRAAEWvWkYQAA], Email Id: [PH0PR03MB5765A47117224FB415892981A2552@PH0PR03MB5765.namprd03.prod.outlook.com], Subject: [FW: name changes]... Error: [Context: [PartId/BEId:[1003/370]]. Reply token found in the email [PH0PR03MB5765A47117224FB415892981A2552@PH0PR03MB5765.namprd03.prod.outlook.com], but monitor [959] is not a comment monitor.This email will be moved to the unsuccessful folder.] |
Fri 2/23/24 9:21 AM |
I can't seem to find the problem it the email, though. The forwarded message is below. The only thing I can think of is that its the last part of a chain of emails and one of the older replies had a refernce to a ticket:
https://aces.teamdynamix.com/TDNext/Apps/1459/Tickets/TicketDet?TicketID=22201568
But I had removed that part of the email and just sent the below message. Is there a reference in the email that I'm not noticing?
Below the message I forwarded to our service desk is the original email thread before I cut out the extraneous stuff.
I should also say that forwarding is still working to our service desk, its just this particular message.
*** forwarded email
From: Moyle, James
Sent: Friday, February 23, 2024 9:21 AM
To: ACES Servicedesk <servicedesk@aces.org>
Subject: FW: name changes
From: Moyle, James
Sent: Friday, February 23, 2024 9:19 AM
To: ACES Servicedesk <servicedesk@aces.org>
Subject: FW: name changes
From: Arenberg, Wade <warenberg@aces.org>
Sent: Thursday, February 22, 2024 2:44 PM
To: Moyle, James <jmoyle@aces.org>; Harrigan, Lon <LHarrigan@aces.org>
Subject: Re: name changes
Ok that was the one I searched kieslich the original name as that is what WIMS gave me and could not find it.
We shouldn't rely on HR putting this in and should just setup an alert on onesync to go to the service desk if we can that way HR does not have to remember to do it.
Also opened a ticket with classlink to find out if there is a way to add the proxy address for the new username as a way to update the UPN in Entra as that would fully automate it.
Wade Arenberg
Sr. Network Manager
Area Cooperative Education Services
*** original email chain
From: Arenberg, Wade <warenberg@aces.org>
Sent: Thursday, February 22, 2024 2:44 PM
To: Moyle, James <jmoyle@aces.org>; Harrigan, Lon <LHarrigan@aces.org>
Subject: Re: name changes
Ok that was the one I searched kieslich the original name as that is what WIMS gave me and could not find it.
We shouldn't rely on HR putting this in and should just setup an alert on onesync to go to the service desk if we can that way HR does not have to remember to do it.
Also opened a ticket with classlink to find out if there is a way to add the proxy address for the new username as a way to update the UPN in Entra as that would fully automate it.
Wade Arenberg
Sr. Network Manager
Area Cooperative Education Services
From: Moyle, James <jmoyle@aces.org>
Sent: Thursday, February 22, 2024 2:27:51 PM
To: Arenberg, Wade <warenberg@aces.org>; Harrigan, Lon <LHarrigan@aces.org>
Subject: RE: name changes
Hi Wade,
There’s only one so far.
HR put in a ticket in the username change service.
Network services has a task to check the email.
She changed to Charboneau.
https://aces.teamdynamix.com/TDNext/Apps/1459/Tickets/TicketDet?TicketID=22201568
Kind Regards,
James R. Moyle
Data Services Manager | ACES Educational Technology
Need Help? Enter a ticket! ACES Service Desk
If you’d like to schedule a meeting, please use my Calendly link:
https://calendly.com/jmoyle/meeting
From: Arenberg, Wade <warenberg@aces.org>
Sent: Thursday, February 22, 2024 12:35 PM
To: Moyle, James <jmoyle@aces.org>; Harrigan, Lon <LHarrigan@aces.org>
Subject: name changes
On another note – is there a way to get all the name changes since we went to onesync?
I do not believe we got tickets for all of them as WIMS just reported a user whose e-mail was not working in parentsquare.
I could not find a ticket for it. LKieslich.
Old username and new username would be what we would need to script an update
Thanks.
Answer (1)
Hi James,
The Reply Tokens are stored in the email headers so removing that part of the thread wouldn't necessarily remove the token fully from the mail headers. There's no way for ticket creation monitors to process emails with reply tokens present, so as long as the reply token is still stored in the header of that email, it will not be processed by the creation monitor.
Let me know if you have further questions.
Best,
Brittany Renn
TDX Support
I didn't think that the email thread ever came from any tdx replies or comments. The only thing "TDX" in the email was the link to a ticket.
But maybe someone forwarded it from a ticket or a reply and cut their part out, too.
Either way, its not detrimental and regular forwarding is working just fine.
Thank you for the explanation.
-Jim - James Moyle Fri 2/23/24 10:43 AM