Mail fetching issue: Fetching stops when mail sent from unapproved user (with huge description)
Issue : Mail fetching stops when mail sent from an unapproved user
Issue found in Build number : 14200
Issue fixed in Build number : 14300
Issue ID: 20438
Error trace:
[00:46:09:201]|[05-03-2023]|[com.manageengine.sdpod.v3api.handlerimpl.PreDefaultEntityHandler]|[INFO]|[173]: Error in getting reference object for Referering entity:it.attachment,refering Field : attachment:attached_by, partial:false, id:false, refferingentityid:null,currentvalueindb:null| [00:46:09:202]|[05-03-2023]|[SYSOUT]|[INFO]|[173]: msgs in attachment api util : [com.manageengine.sdpod.v3api.message.EntityMessages@4e3347f8]| [00:46:09:202]|[05-03-2023]|[SYSOUT]|[INFO]|[173]: mspArray in attachment api util : [com.manageengine.sdpod.v3api.message.Message@45b97574]|
[00:46:09:202]|[05-03-2023]|[com.manageengine.servicedesk.v3api.utils.AttachmentAPIUtil]|[SEVERE]|[173]: Unexpected error occurred in attachment handling|
Workaround for this issue: (Applicable for 14200 series)
>> Mail fetching stops when the email is sent from an unapproved user
>> Please navigate to (admin>> advance portal settings>> requester tab) and check the setting stated below:
>> "Add Unknown User As" option is available in this if Unapproved Users is selected, then if a new user sends mail to the application, the request will be created as an unknown request. If the domain matches to account then the account will be associated with the request but the request will still consider an unknown request and the requester is also an unknown requester.
Hence please change the setting as stated below :(admin>> advanced portal settings)
>> If the customer wants to approve the requester based on the domain then ask them to set "Approved Users if email sent to Account Support Email" in "Add Unknown User As". This will approve domain users and the user who sends mail to the account support address.Changing the setting will fix the issue, and can be used as a workaround for build 14200 and has been fixed in 14300
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