Submitting incidents through outbound mail returns the following reply errors: "The process Incident is not in a valid state to carry out the action." or "The system was unable to carry out the requested Action 'Create'"

Version 5

    Verified Product Versions

    Service Desk 7.8.xService Desk 2016.xAsset Manager 2016.xService Desk 2017.x

    Problem:

    Submitting incidents through outbound mail returns the following reply errors:

    "The process Incident is not in a valid state to carry out the action. Or the process Incident does not support the Action Create."

    "The system was unable to carry out the requested Action 'Create'"

     

    Resolution:

    Possible solutions for this issue:

     

    Solution 1:

    In IIS go to the Touchpaper.Framework.Web that Mail is pointed to and under security options, enable Forms Authentication. Then Restart the Inbound Mail Service.

     

    Solution 2:

    Make sure that the Incident process this mapping is using is an active process in the system.

     

    Solution 3:

    Restart IIS

     

    Solution 4:

    Create a new mail mapping to be used for this new Mailbox

     

    Solution 5:

    Are there attachments in the emails coming in from the automated system.  Even a signature would show up as an attachment.

    If so then make sure that Attachment is mapped in the Inbound mail mappings.

    Also, the initial status in the process would need to have the "Add Attachment" action added so that it will process incidents with attachments.

     

    Solution 6:

    When you make any changes to the mappings you have to restart the service afterwards.

    The login details are held in the configuration file:

    C:\Program Files\Touchpaper Software\Touchpaper Applications\Touchpaper.Service.Mail.Inbound.WindowsService.exe.config

    If you open in notepad you will see what the Inbound Mail Username is set to.

    If you need to change this, run the Touchpaper Configuration Tool from the Start menu, as this encrypts the password.

    Also make sure that you are not running the Service twice and that you are not running it in the System Tray as well.

     

    Solution 7:

    The title of the email may exceed the allowed characters in the incident title field. 

    This can be resolved by truncating the placeholder on the assignment and reminder windows within the incident process.

    See the following article for instructions on how to set this up:

    DOC-7361

     

    Environment:

    All ITBM Versions