Workaround: Complete the current mail schedule after a timeout value
Issue:
The mail fetching schedule thread might have went unresponsive in certain scenarios. So, mail fetching task checker thread will try to create a new schedule every 30 minutes. The newly created thread also couldn't fetch mails as the entry in "runningSchedules" isn't removed by the unresponsive thread.
Workaround:
We are setting a timeout value of 25 minutes for each mail fetching schedule. Schedule threads running for more than 25 minutes are made to complete the current mail schedule and continue fetching mails in the next schedule.
Steps to apply this workaround:
1. Download the attached fjar file based on your build version.
3. Once above steps were followed, restart the application service once.
Check for the issue after restart. If still issue exists, kindly share us the logs zip file 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 ticket number as <your_ticket_number>.
Note: This is a temporary workaround. Collecting the logs immediately and sharing it with us will help us to identify the RCA for this issue, if it re-occurs.
Attached file and its build version compatibility
Build No | File Name |
14006 | 14006_8711487.fjar |
14202 | 14202_8793335.fjar |
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