Debug for 8853578: Reply mails from Cc users aren't getting appended to the parent request
Issue:
An user send mails to the application with cc users. This mail gets created as request (say #1). If any cc user reply to the ticket, instead of getting appended to #1 (based on reference header), it gets created as new request.
Fix:
To get more debug logs, an .fjar file has been created and attached with this article. Once this fjar has been applied, debug prints will be available in the serverout0 file after recreating the issue.
1. Login to application as SDAdmin and go to Admin >> Incoming >> Click on "Enable E-mail debug" and save the settings. Start the mail fetching schedule.
2. Download the attached 11128_8853578.fjar file.
3. Click here on steps to apply the fjar file.
3. Restart the application service.
4. Recreate the issue.
5. Once recreated, 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 8853578.
6. Along with logs, share us the subject of the first mail and reply mail and the time of issue recreation.
7. Go to Reports tab and execute the query according to your sql server type.
MSSQL - "select top 5000 * from wo_to_messageid order by workorderid desc;"
PGSQL - "select * from wo_to_messageid order by workorderid desc limit 5000;"
Export the result and upload it with the above logs zip.
The attached 11128_8853587.fjar is compatible with 11128 build only
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