Mail Fetching : Inline Image URL Replace error.

Mail Fetching : Inline Image URL Replace error.

Issue:
Mail fetching is stopping due to inline image Handling. The problem with replacing inline image URLs is the underlying cause of the issue. The issue will occur during addition of conversation not in new request creation.

ErrorTrace:
java.lang.NumberFormatException: For input string: "098f121299a04f708cb00ed4b247e42a.png"
at java.lang.NumberFormatException.forInputString(NumberFormatException.java:65)
at java.lang.Long.parseLong(Long.java:589)
at java.lang.Long.valueOf(Long.java:803)
at com.manageengine.servicedesk.v3api.utils.InlineImageUtil.getMediaIdFromMediaUrl(InlineImageUtil.java:631)
at com.manageengine.servicedesk.v3api.utils.InlineImageUtil.handleHTMLContent(InlineImageUtil.java:362)
at com.manageengine.sdpod.v3api.handlerimpl.DefaultEntityHandler.processInlineMediaFiles(DefaultEntityHandler.java:2066)
at com.manageengine.sdpod.v3api.handlerimpl.DefaultEntityHandler.handleHTMLContent(DefaultEntityHandler.java:2019)
at com.manageengine.sdpod.v3api.handlerimpl.RequestNotificationHandler.handleHTMLContent(RequestNotificationHandler.java:220)
at com.manageengine.sdpod.v3api.handlerimpl.PreDefaultEntityHandler.add(PreDefaultEntityHandler.java:273)
at com.manageengine.sdpod.v3api.handlerimpl.RequestNotificationHandler.add(RequestNotificationHandler.java:73)
at com.manageengine.sdpod.v3api.handler.AbstractEntityHandler.handleAPICall(AbstractEntityHandler.java:104)
at com.manageengine.common.util.CommonAPIUtil.invokeAPICall(CommonAPIUtil.java:96)
at com.manageengine.servicedesk.v3api.utils.SDPAPIUtil.invokeAPIInternally(SDPAPIUtil.java:998)
at com.manageengine.servicedesk.v3api.utils.SDPAPIUtil.invokeAddAPI(SDPAPIUtil.java:888)
at com.manageengine.sdpod.v3api.workflow.action.InternalAPICallActionDispatcher.fireAction(InternalAPICallActionDispatcher.java:293)
at com.manageengine.sdpod.v3api.workflow.action.AbstractActionDispatcher.fire(AbstractActionDispatcher.java:127)
at com.manageengine.sdpod.v3api.workflow.action.InternalAPICallActionDispatcher.invokeInternalAPICall(InternalAPICallActionDispatcher.java:409)
at com.manageengine.sdpod.v3api.workflow.action.InternalAPICallActionDispatcher.invokeInternalAPICall(InternalAPICallActionDispatcher.java:392)
at com.manageengine.sdpod.v3api.workflow.action.InternalAPICallDetail$InternalAPICallBuilder.buildAndInvoke(InternalAPICallDetail.java:310)
at com.manageengine.servicedesk.mailutils.RequestMailUtil.addConversationViaAPI(RequestMailUtil.java:2086)
at com.manageengine.servicedesk.mailutils.RequestMailHandler.processRequestAddition(RequestMailHandler.java:543)
at com.manageengine.servicedesk.mailutils.RequestMailHandler.handleMailObject(RequestMailHandler.java:234)
at com.manageengine.servicedesk.mailutils.ModuleHandler.handleMailObject(ModuleHandler.java:121)
at com.adventnet.servicedesk.mailutils.MailProcessor.processEMail(MailProcessor.java:71)
at com.manageengine.servicedesk.mail.core.fetcher.EwsMailFetcher.fetchAndProcessMails(EwsMailFetcher.java:159)
at com.manageengine.servicedesk.mail.core.fetcher.MailFetcher.startFetching(MailFetcher.java:306)
at com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask.executeTask(MailFetchingTask.java:39)
at com.adventnet.taskengine.internal.SchedulerBean.executeTask(SchedulerBean.java:641)
at sun.reflect.GeneratedMethodAccessor84.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
at java.lang.reflect.Method.invoke(Method.java:498)
at com.adventnet.mfw.bean.BeanProxy.lambda$invoke$0(BeanProxy.java:51)
at com.zoho.mickey.api.DefaultCodeBlock.execute(CodeBlock.java:453)
at com.adventnet.mfw.bean.BeanProxy.invoke(BeanProxy.java:48)
at com.sun.proxy.$Proxy4.executeTask(Unknown Source)
at com.adventnet.taskengine.internal.ScheduleExecutor.executeNextTask(ScheduleExecutor.java:334)
at com.adventnet.taskengine.internal.ScheduleExecutor.run(ScheduleExecutor.java:225)
at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.access$201(ScheduledThreadPoolExecutor.java:180)
at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(ScheduledThreadPoolExecutor.java:293)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at java.lang.Thread.run(Thread.java:750)


Fix:
Apply the attached fix jar to resolve the issue.

Note:
Before applying the .fjar file, kindly verify its compatibility in the "Jar Compatibility" section below.


Steps to apply the fix:
1. Download the attached .fjar file.
2. Click here for steps to apply the .fjar file.
3. Restart the application service.
4. 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:

Build
Compatible Jar
14503
14503_9323935_imageUrl_replace.fjar
14504, 14505, 14506 & 14600
14504_imageUrl_replace.fjar


Issue ID:
SD-114787
Please verify the mentioned issue ID in the readme. If it's not listed, please wait while we address the issue. Once the fix is implemented in a build, we will update the issue ID in the readme.‚Äč


                    New to ADSelfService Plus?

                      • Related Articles

                      • Mail Fetching Stopped Due to Inline Image Handling

                        Issue Cause : While fetching a mail, in certain mail servers, cid of inline image is not parsed correctly. Once inline stream is converted to image, cid in src attr will be replaced with image url. cid for uploaded inline image in mail content is not ...
                      • 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: Inline Images Dropping Due to Invalid Extension

                        Issue: The inline image's file name from the email doesn't contain the extension. Example: filename = sys_attachment.dosys_id=5bb0751c8303b5dc96a238226daad371 As a result, the inline image gets stripped during the mail fetching process. The sender of ...
                      • Troubleshooting Oauth configuration for mail server settings

                        Oauth in ServiceDesk Plus / AssetExplorer for Mail SDP supports Oauth configuration for Office365 and GSuite mailboxes since 11106 build. Office365 mailboxes can be configured with Oauth authentication using EWS (since 11106) and IMAP / SMTP (since ...
                      • 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 ...