Workaround for #8610553 - Prevent conversation creation without inline images
Issue:
Due to some exception in writing inline images stream to file, request / conversation is created without the inline images as shown below
This leads to data loss and may not be noticed immediately. So, we couldn't get the relevant traces all the time in the logs.
Workaround:
Workaround has been prepared for this as follows
1. Whenever such exception occurs, error will be thrown to stop the Mail fetching schedule. The mail will not be processed (ie. conversation / new request from that mail will not be created).
2. You need to configure error folder to prevent schedule from stopping. Kindly enable notification in error folder configuration and configure yourselves as one of the technicians in the "Application error notification rule". Doing this, any email facing this error will be moved from Inbox to error folder and the configured technicians will be notified through e-mail.
3. Once you receive the notification, immediately zip us the logs folder (If your installation directory is C:\Program Files\ManageEngine\ServiceDesk then, zip us the C:\Program Files\ManageEngine\ServiceDesk\logs folder) and send it to us using our FTP link https://bonitas2.zohocorp.com/. Select the product as "ServiceDesk Plus" and ticket number as 8610553.
4. We will analyse the logs of that time and get back to your with our analysis / further steps.
Steps to apply the workaround
1. Download the attached 14105_8610553.fjar file.
2. Click here on steps to apply the fjar file.
3. Restart the application service.
New to ADSelfService Plus?
Related Articles
Inline Images are Not Fetched Properly due to the IsInline Property 'false' assignment
About : For the customers using Microsoft Graph or EWS, Microsoft API returns isInline as "false" for inline images in some environment. There is no known reasons behind this behaviour from their documentation. One such possible reason for this ...Inline images broken after SCP Upgrade
We suspect that this issue may arise if the migration schedule has not been run post-upgrade. To troubleshoot this issue further, we kindly request the output of the following query. Please connect to the database of the working build and execute the ...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 ...Exception while Processing Inline Image with incorrect file name extension
Reference : #7938623, #8561970 Cause : Inline Images could not be processed with incorrect file name, for example "4d54308871ec465c8233d0f470db0308.do?sys_id=4fdfcb17475c1d50c594c133846d436a" . While constructing the filename in our end, the values ...Workaround: The inline images in the mail sent from SDP aren't rendered properly in Thunderbird Mail Client
Issue: The inline images in the mail sent from SDP aren't rendered properly in Thunderbird Mail client. Reason and workaround : This is due to improper content-type header set in the mail which isn't upto the MIME standard. However, the mails are ...