plurdnip

Hello,

I validate the "category" of a new incident to ensure an entry is present for tracking purposes. Upon configuring HelpDesk to create a new incident from Exchange email, the validation for "category" is failing I have noticed the log file stating the following:

Started: 6/15/2009 4:29:59 PM
Finished: 6/15/2009 4:29:59 PM
New incidents: 1
Edit incidents: 0
Rejected by filters: 0
Rejected for unknown addresses: 0
No TEXT/PLAIN bodyparts found: 0
No Sender info: 0
Validation rule failures: 1
Other errors: 0

I can make the validation rule inactive and the incident gets created. My question is, is there any way around this. I must keep the validation for "category" active.

Thanks in advance.

Bill Sullivan

try adding Version is equal to or greater than 1 to the validation rule. That way the mail will process as an Incident then you can validate and remediate the category after the Helpdesk email box processes it.

plurdnip

Thanks for the help. I was able to validate against "Helpdesk" worker to verify if the incident was created either by the worker console or email. So far so good.