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Sometimes users are unable to raise tickets via Email

Created: 27 Aug 2013 | 2 comments
snm1502's picture

Hello,

It has been reported by users that sometimes they are unable to create tickets via email. It is random issue and we have not seen any specific trend / pattern which may cause this. Upon deeper investigation, we found that possibly HTML contents of an email could be an issue.

If I understand correct, it is the depiction of HTML within HTML of the system that causes the problem and breaks the ticket due to which ticket is not generated even if email is processed.

However, I am still unsure with more details of what could be the issue. As it is a random issue it becomes difficult to diagnose, modify the workflow (if needed) and then test. It would be great if someone could advice / guide / refer me something that should be checked which would give us more information.

Thanks
snm1502

Operating Systems:

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etk1131's picture

A couple of suggestions - turn on full logging for the EmailMonitor project (default is Error) and run a test with one of your users.  Second suggestion - are there any special characters, specifically < or > in the subject or body of the email?  I've seen my workflows crash when those characters are used in fields, as I believe the system treats them as escape characters.

snm1502's picture

Thanks for the suggestions etk1131...
 

  1. We have couple of other things happening currently so would not be able to modify the workflow at this moment and as it is affecting to a very minimal number of tickets, there are other things which are currently taken up on Priority.
  2. We were more concentrated towards the format of the email. However, this looks to be a good check for special characters in the body of the email / subject. I will keep an eye on this and would check the specific email that has been affected.

Will keep this post updated with the findings of the checks.

Thanks again
snm1502