Debug for #8813243: Mail schedule not fetching any mails into system
Issue:
The mail fetching thread isn't responding while fetching the mails. Also, new schedule can't be started from UI since the already started schedule isn't completed.
Fix:
To fix this issue, we need to find the RCA. Unfortunately, the uploaded logs isn't sufficient to find the RCA for this. So, we have developed a .fjar file to get debug prints needed to analyse this further. Apply this file and reach us with the entire logs folder immediately after you face the issue. Make sure to restart the application service after placing the fjar and invoke the performance debug url twice once you face the issue.
Steps to apply the fjar
1. Download the attached 14201_8813243.fjar file.
2. Click here on steps to apply the fjar file.
3. Restart the application service.
4. Check for the issue.
5. If the issue occurs, do the following.
a. Invoke the performance debug url - https://pitstop.manageengine.com/portal/en/kb/articles/performance-debug. Wait for the url to complete.
b. Once completed, invoke it again. Wait for it to complete.
c. Now, immediately zip the logs (<server_home>\logs folder. For eg: C:\Program Files\ManageEngine\ServiceDesk\logs folder) and share it with us for analysis. If the size of the log file is huge, you can send it to us using our FTP link https://bonitas2.zohocorp.com/. Select the product as "ServiceDesk Plus" and ticket number as 8813243.
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