New request is created everytime when a user is sending mail to closed Request
New request is created everytime when a user is sending mail to closed or Resolved Request.
In some cases, there will be no workorder id mentioned in the subject and that mail is not sent as reply from user for the notification or reply mail sent from user, But they need to be added as conversation.
In such cases, Parent WorkOrderID is found by using References Header mentioned in the mail.Currently, while fetching a list a workorders it is sorted as ascending order, so the old request is considered.
This issue can be resolved by considering the Latest Workorder created using that references header.
Steps to be Followed :
- Download the attached fjar.
- place the fjar in <product_home>/'fixes' directory. if the directory is not exist, kindly create one.
- Restart the application.
New to ADSelfService Plus?
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 ...
List of mail fetching issues and solutions
Scenario 1 : Mail fetching issue due to Invalid or No PKIX certificate . Log traces for Mail Fetching issues Exception when connecting to store.|javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: ...
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
Build Compatibility : 12007 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 ...
Debug JAR for Exception Trace While Parse Error Exception Raised during Mail Fetching
Build Compatibility : 12007 FJAR Description : FJAR Handles the parse error while fetching mails by catching the messaging exception, notifying the administrator & technicians (Configured in Notification Rules - Send when Application Error Occurs). ...