Dead Letters

Dead letters are used to track messages that are unable to be processed by the system and have produced an error. Dead letters can occur if a request has invalid information, such as a missing property/space name, or an invalid work type or subType. They may also occur if a response is made to an invalid request number.

To open the Dead Letter page:

  1. Open the Administration Menu page.

  2. Under the SYSTEM ADMINISTRATION heading, click Dead Letters.

ClosedDisplay Dead Letters

To display a list of dead letters that occurred within a specified time frame:

  1. Using the Display from fields, enter two date values to view all dead letters that occurred within the specified date range.

  2. Select the Show all removed records check box to include all archived (deleted and reprocessed) dead letters in the list.

  3. Click FIND.

    The system displays all dead letters from the specified date range, including the following information:

    • Time Set as Noted on Email – the time the notification was sent

    • From – the email address that the notification originated from. Information about the error that occurred is displayed beneath the email address, if it is available

    • Message – the body of the email notification, including details of the work order, if applicable

    • Disposition – for archived requests only, the far right column indicates the disposition of the dead letter (reprocessed or deleted), the name of the user who performed the action, as well as a date/time stamp

ClosedReprocess a Dead Letter

Reprocessing a dead letter resolves the error and retries to process the request. To reprocess a dead letter:

  1. Examine the error message accompanying the dead letter.

    The error message should give you an indication of what the problem was. For example:

    "Work Order [CJSCJS1234] was received, but the Default Request Sub Type was not found for this type."

    Note:

    If you receive an "Assign To Employee could not be determined" message when working in an integrated database, this indicates that the intended Assign To user does not have the required External Employee ID necessary to correctly route the work order. You can correct this on the Edit a User page.

  2. If needed, open the request and correct the error.

  3. Click the REP button.

    The system reprocesses the dead letter.

    Dead letters must be reprocessed on an individual basis. You cannot select multiple dead letters and perform a batch reprocess.

ClosedDelete a Dead Letter

Some dead letters do not need to be reprocessed, they can be deleted. To delete a dead letter:

  1. To delete a single dead letter, click the DEL button in the right column.

  2. To delete multiple dead letters:

    1. Select the dead letters you want to delete

      You can select multiple dead letters by selecting the check boxes in the right column. You can also use the Select All link to select all of the dead letters displayed. If you select all, you can deselect individual dead letters.

    2. Click the Delete Selected link.

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