Plaintext issues in Graph mail

Plaintext issues in Graph mail

Issue: While processing incoming mails with Graph, there were 2 issues found.

1. When plain text mail sent to application, the description gets trimmed to 250 characters.
2. When email commands are placed in the description of the mail at the end or if the description is long, the email commands weren't working.

Reason: The plaintext content of the mail is obtained using a property which by default returns only 250 characters instead of full plain text content. 

Fix: The plaintext content of the mail is handled properly with the attached fjar file.

Steps to apply the fjar

1. Download the attached 14302_8985241.fjar file.
3. Click here on steps to apply the fjar file.
3. Restart the application service.
4. Check for the plain text issues (when mail sent as plaintext / mails with long description and email commands at the end of the description)
5. If the issue occurs again, Go to Incoming settings > Enable email debug > Save and start the fetching again > Recreate the issue > 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 enter your ticket number.

The attached 14302_8985241_v1.fjar file is compatible with 14201 - 14304 builds.

Issue ID: SD-112701

                  New to ADSelfService Plus?

                    • Related Articles

                    • 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: ...
                    • Mail sending failed_ Unrecognized SSL message, plaintext connection?

                      Log error trace: Caused by: javax.mail.MessagingException: Could not connect to SMTP host: smtp.office365.com, port: 587;   nested exception is: javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? Solution: Error trace means ...
                    • Fix: Failed to parse To/Cc address while fetching mails using Graph

                      Issue: If the To / Cc address contains the email address in the format "Test, SDP" <test@sdp.com> (containing "," character in the email address itself), then parsing of such addresses using Microsoft Graph fails in SDP. If such address is a support ...
                    • Mail Fetching: China Graph Could

                      Issue: Some properties are missing in the China Graph API, causing issues with mail fetching. Issue ID: SD-121065 Error Trace: com.microsoft.graph.http.GraphServiceException: Error code: BadRequest Error message: Parsing OData Select and Expand ...
                    • Mail fetching - deleted flag issue

                      This message will be thrown, when you have provided a shared mailbox. The concept here is, SDP MSP reads the mail from the configured mailbox and adds it as a request. During the time, if some other application fetches the mail from the same mailbox ...