Fix: Failed to parse To/Cc address while fetching mails using Graph
Issue:
If the To / Cc address contains the email address in the format "Test, SDP" <test@sdp.com> (containing "," character in the email address itself), then parsing of such addresses using Microsoft Graph fails in SDP. If such address is a support group mail address, then the created request will not be assigned to the support group
Trace:
Exception stack trace will not be printed. Instead the below message can be noticed
Mail processing starts|
[127]: Failed to parse address:: "Test, SDP" <test@sdp.com>| ]|
[127]: Failed to parse address:: "Graph, Microsoft" <graph@sdp.com>|
[127]:subjectofMail : Test Ticket Ticketsystem Group |
[127]: uniqueMailID : <ABCDEFF@ABCDEFF. eurprd03.prod.outlook.com>
Fix:
SDP now parses the above format of address properly
Steps to apply the fix:
1. Download the fjar file compatible to your build version. Check the compatibility in the below table.
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, 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 provide the proper ticket number.
Affected versions: Since 14201
Issue ID: SD-118815
Compatible Fjar files:
Build | Fjar name |
14506 - 14600 | 14506_9544761.fjar |
14720 | 14720_9905757.fjar |
New to ADSelfService Plus?
Related Articles
Fix JAR for Parse Error Exception Raised during Mail Fetching
Issue : Some mail are fetched and created as ticket without description due to message corruption temporarily. The issue is can be identified with the below trace. Fix : The issue is not recreated when the mail is skipped to next schedule and fetched ...Mail Fetching: China Graph Could
Issue: Some properties are missing in the China Graph API, causing issues with mail fetching. Issue ID: SD-121065 Error Trace: com.microsoft.graph.http.GraphServiceException: Error code: BadRequest Error message: Parsing OData Select and Expand ...Mail Fetching - Error while processing attachment and inline image.
Issue During the process of fetching emails, attachments are dropped as a result of the presence of directory traversal characters. Furthermore, an issue arises when processing inline images, this particular error related to inline images results in ...Mail Fetching: Inability in Decoding 'iso-8859-8-i' Encoded Subjects Results In Mail Fetching failure
Issue: Mail fetching fails when the subject is encoded with 'iso-8859-8-i' due to the inability to decode the subject. This issue occurs across IMAP, POP, and EWS configurations. Issue ID: SD-120959 Error Trace for EWS: ...EWS support for TLS version above 1.0- Unable to save mail server setting when using microsoft exchange 2016
By default, EWS java api only supports TLSv1.0. Though SDP application supports TLSv1.1 and TLSv1.2 for mail fetching by default ( from 9405 ), EWS java api doesn't use the TLS versions specified in the System Properties. Thus, we are providing ...