Re : E-mail Fetching Randomly Fails

Joel,

I could find that the application is connecting to mail server and finds no mails in the mail box. There is no connectivity issue.  Can you use POP for mail fetching? Also check the Subject of the email, if it contains ##Request ID## then it will get merged to the Parent ticket.

Refer to trace given below:

[18:00:57:546]|[02-17-2015]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[25]|: MailFetchingTask instantiated. |

[18:00:57:546]|[02-17-2015]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[25]|: Thread name is : WorkerThread-ServiceDeskCommon_Thread -4|

[18:00:57:546]|[02-17-2015]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[25]|: Host : 10.0.10.96, username : usjclarkadmin, mailbox : INBOX, protocol : imap, interval : 1, port : 143|

[18:00:57:546]|[02-17-2015]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[25]|: Property to be added : mail.imap.connectiontimeout, value : 120000|

[18:00:57:546]|[02-17-2015]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[25]|: Property to be added : mail.imap.timeout, value : 60000|

[18:00:57:546]|[02-17-2015]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[25]|: Obtained mail fetching session.|

[18:00:57:546]|[02-17-2015]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[25]|: Obtained mail store from session.|

[18:00:57:655]|[02-17-2015]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[25]|: Obtained connection to store.|

[18:00:57:655]|[02-17-2015]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[25]|: Obtained mail folder.|

[18:00:57:655]|[02-17-2015]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[25]|: total_msg_count : 0|


Thanks & Regards,
Priya Kumar

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