SuperUser
 
Posts:26
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| 09/20/2004 12:20 PM |
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| We are getting authentication errors when the Maileater tries to login to the email account where the servicedesk tickets reside. The account that is used by the Maileater gets locked after several tries. We have been using the Maileater for several years without a problem. The only thing that has changed in our environment is the NTLM settings on our PDC. We have an issue open with CA and Microsoft for 2 weeks now. If you have any ideas please let me know. Keep in mind we can not revert the NTLM settings, due to the business requirements |
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SuperUser
Posts:26
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| 09/20/2004 12:42 PM |
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Under the options in Service Desk you can enter the maileater password. If this has been installed as an option make sure the password is correct.
It sounds like it is using the wrong password to login and getting locked out |
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SuperUser
Posts:26
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| 09/20/2004 12:46 PM |
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| It is not the password problem, reset the password at least 30 times on both the PDC and within the USPSD maileater settings. Thanks |
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SuperUser
Posts:26
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| 09/20/2004 1:20 PM |
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| This is one area I can actually help you with. I am assuming you are on AD, have your AD folks run EventComb after this lockout occurs. This will parse the DC's logs for the lockout event which will have a code that will tell you why it locked out. That is where I would start considering that you mentioned they either changed NTLM or disabled it altogether. What is Maileater by the way? |
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SuperUser
Posts:26
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| 09/20/2004 1:57 PM |
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| You are correct in your statement about going to AD you are GOOD :-) Maileater is a process that is in CA's servicedesk that processes email messages to open tickets. The configuration has a NT/EMAIL account name/password and exchange server name. Users can send email to an account and the email creates a tickets without human intervention. Thanks again, I'll try it |
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SuperUser
Posts:26
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| 09/23/2004 1:19 PM |
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| HELP - I have run the EventComb and I did not see anything in it but the failures and success for login, also some lockouts. I did not see any attempts at authentication the DC and BDC `s from the email account. The maileater uses IMAP 4 to communicate with the exchange server. Any Ideas ? |
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SuperUser
Posts:26
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| 09/23/2004 3:10 PM |
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| Which program are you using? |
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SuperUser
Posts:26
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| 09/23/2004 3:23 PM |
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| We are using Unicenter Service Plus Servicedesk 6.0, that has the Third Party package called the Maileater |
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SuperUser
Posts:26
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| 09/24/2004 11:20 AM |
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| If that's the case then no authentication is being attempted. Audit the Exchange server's logs for IMAP4 problems. Do you know for certain that IMAP4 is running on the Exchange svr and have you checked the syntax that your script is presenting to Exchange with an Exchange admin? |
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SuperUser
Posts:26
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| 09/27/2004 8:44 AM |
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| Just learned that the problem with the application maileater not being written to support the higher encryption. CA is working with the 3rd party that wrote the application to resolve the problem. We are going to try using it with POP3 to see if that helps. Thank You all for the help. |
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SuperUser
Posts:26
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| 09/27/2004 8:46 AM |
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| Just learned that the problem is with the application maileater. The application was not written to support the higher encryption. CA is working with the 3rd party that wrote the application to resolve the problem. We are going to try using it with POP3 to see if that helps. Thank you all for the help |
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