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 |
New to ADSelfService Plus?
Related Articles
Debug/Workaround for 8894713: Refreshing access token call gets stuck causing delay in Mail Fetching Schedule
Issue: Mail fetching schedule doesn't fetch new mails intermittently. On analysing logs, we could infer a http call to Token url to refresh the access token doesn't respond and the schedule thread is made to wait indefinitely for the response. This ...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 ...Workaround - #8731835: For "You must load or assign this property before you can read its value"
Issue: Customer is facing the issue "You must load or assign this property before you can read its value" intermittently. Customer is in 14200 build. Root cause for this is the below response received from the Mail Server. This response is from 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). ...Workaround for #8808907: Skip schedule on Delete flag exception
Fix: This fix should be given only for 8808907 customer and for 14204 build. The fix is to skip the current mail fetching schedule on occurrence of any delete flag exception. This fix is compatible with only 14204 build. Steps to apply the fix: 1. ...