Email has stopped creating new tickets in ServiceDesk
| Article:TECH143482 | | | Created: 2010-11-04 | | | Updated: 2012-07-21 | | | Article URL http://www.symantec.com/docs/TECH143482 |
Problem
Ticket creation from inbound emails has been working but abruptly stopped.
Error
Error,Wednesday, October 27, 2010 7:15:18 AM,Process: Email Monitor Exception Component:Get Single Message Exception Message: Illegal characters in path. Exception Stack Trace: System.ArgumentException: Illegal characters in path. at System.IO.Path.CheckInvalidPathChars(String path) at System.IO.Path.GetFileName(String path) at LogicBase.Core.Data.DataTypes.FileDataType.set_FileName(String value) at LogicBase.Components.Pop3.Pop3GetByIdComponent.DoRun(String user, String pwd, String server, Int32 port, Boolean useSSL, IData data) at LogicBase.Components.Pop3.Pop3AbstractComponent.Run(IData data) at LogicBase.Core.ExecutionEngine.MultiPathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.DoRunComp(IOrchestrationComponent comp, IData data, TLExecutionContext context)
Cause
This can happen if IIS doesn't have a MIME type set for an email attachment type, such as .ppt. This results in ServiceDesk being unable to handle this MIME type and causes an exception to occur.
Solution
- Running the email monitor in debug can identify the specific email causing the issue and delete the offending email.
- Look for emails from the last time an email was received that has extensions for which no handler is installed on the ServiceDesk machine.
IE. If an email has a .ppt attachment either install PowerPoint or enter a placeholder SMIME type, - Best guess remove emails around the right time allow email monitoring to complete then start resending the emails.
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Article URL http://www.symantec.com/docs/TECH143482
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