Mail Fetching failure due to extra space in the file name
Log Trace :
[16:57:37:843]|[01-03-2024]|[com.manageengine.servicedesk.mail.core.ProcessMailMessage]|[INFO]|[285]: Inside extractAttachments...|
[16:57:37:843]|[01-03-2024]|[com.manageengine.servicedesk.mailutils.MailAPI]|[INFO]|[285]: Inside replaceSpecialCharactersForMailAttachments - before replacement :: 杭州市新引进应届大学生租房补贴信息收集表-ZJY. xlsx|
[16:57:37:843]|[01-03-2024]|[com.manageengine.servicedesk.mailutils.MailAPI]|[INFO]|[285]: after replacement :: 杭州市新引进应届大学生租房补贴信息收集表-ZJY. xlsx|
[16:57:37:843]|[01-03-2024]|[com.manageengine.servicedesk.mailutils.MailAPI]|[SEVERE]|[285]: Exeption while trying to validate the file - 杭州市新引进应届大学生租房补贴信息收集表-ZJY. xlsx|
[16:57:37:843]|[01-03-2024]|[SYSERR]|[INFO]|[285]: java.lang.NullPointerException|
[16:57:37:843]|[01-03-2024]|[SYSERR]|[INFO]|[285]: at com.manageengine.servicedesk.mailutils.MailAPI.isValidAttachment(MailAPI.java:2903)|
[16:57:37:843]|[01-03-2024]|[SYSERR]|[INFO]|[285]: at com.manageengine.servicedesk.mail.core.IncomingMail.addAttachment(IncomingMail.java:619)|
[16:57:37:843]|[01-03-2024]|[SYSERR]|[INFO]|[285]: at com.manageengine.servicedesk.mail.core.ProcessMailMessage.extractAttachments(ProcessMailMessage.java:1476)|
[16:57:37:843]|[01-03-2024]|[SYSERR]|[INFO]|[285]: at com.manageengine.servicedesk.mail.core.ProcessMailMessage.processMailContent(ProcessMailMessage.java:1344)|
Cause :
In some of the customer environment, We could find that some of the emails with attachments that a space in the extensions are failed to fetch. This causes mail fetching failure with the above traces.
Fix :
In the attached fix, we have removed that extra space, when validating the attachment in the mails during the process of mail fetching.
Steps to apply the fix
Note : Before applying the .fjar file, kindly verify its compatibility in the "Jar Compatibility" section below.
- Download the attached .fjar file.
- Click here for steps to apply the .fjar file.
- Restart the application service.
- Check for the issue.
- 5. If the issue occurs again, enable the email debug in the application, recreate the issue after enabling the email debug then 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.
Jar Compatibility : 14500
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