Issue found after upgrading to 9410. On detailed analysis, we found this to be recreated at our end and is assigned with an Issue ID :
12535.
Traces in the Logs :
[10:51:13:058]|[11-20-2018]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[SEVERE]|[87]: Error when processing. SO RETURNING...|
java.lang.NullPointerException at com.manageengine.servicedesk.utils.MSPHdCMDBUtil.getAssetCIsDO(MSPHdCMDBUtil.java:58)
For Professional And Enterprise Users :
Go to Admin > Self-Service Portal Settings and set the below option to "NO" :
Set requesters asset automatically for requests created through e-mail?
For Standard Edition Users :
1. Stop the application.
2. Please take a backup of the application <OR> take a Snapshot of both the Servers (Application & Database).
4. Execute the below query :
update globalconfig set paramvalue=false where parameter like 'AUTOASSIGN_OF_ASSET_IN_REQUEST';
5. Start the application service.
Thanks & Regards,
Ajay Kumar