Debug for #7963428
Issue:
Emails from particular mail address is getting appended to an already existing ticket. Since, logs weren't available during that time of issue, follow the steps in this article to isolate the logs
Steps to apply this debug:
1. Download the attached 12007_7963428.fjar
2. Place it under "fixes" under "ServiceDesk" folder (For eg. If your installation folder is C:\Program Files\ManageEngine\ServiceDesk, then create a folder "fixes" under "ServiceDesk" and place the downloaded fjar file).
3. Download the logging.properties file attached and replace the existing file under "conf" folder (For eg. If your installation folder is C:\Program Files\ManageEngine\ServiceDesk, then replace the "logging.properties" existing file with the new one under "conf" folder under "ServiceDesk").
4. Restart the application service.
5. After the application is up, check for the file "requestconv_debug0.txt" file. If the file is present, the debug steps were applied properly.
6. Once you were aware of the issue, please reach us with the following
1. Entire logs folder zip
2. Time of issue
3. Parent Request Id (to which the mail got appended as conversation)
4. Subject of the mail (which got appended as conversation)
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