Outbound mail/Notification cannot be sent out due to Error 'There is an error in XML document (1, 1). '

Version 3

    Verified Product Versions

    Service Desk 7.6Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.x

    Symptom:

    Outbound mail notification cannot be sent.

    In the Windows Event Viewer, you may find errors related to the Notification Processing task failing, such as:

    The Notification Processing task failed with the following error message: Background processing error: Notification message delivery failed for notification of class type 'IncidentManagement.TaskReminder' with primary key '6a9ad329-868f-4b94-ba29-d2a851e8b81f'. There is an error in XML document (1, 1).

     

    The Notification Processing task failed with the following error message: Background processing error: Notification message delivery failed for notification of class type 'IncidentManagement.TaskReminder' with primary key 'da4c6506-c298-46a3-900e-d3a3351a74b6'. There is an error in XML document (1, 1).

     

    The Escalation Point Processing task failed with the following error message: Background processing error: Escalation Point expiry action failed for escalation point of class type 'RequestManagement.EscalationPoint' with primary key '3d8dee95-a2fd-4cc1-aae2-f5e15e9e3f4f'. There is an error in XML document (1, 1).

     

    Reason:

    These errors are usually caused by a calculation used in a precondition within a process.

     

    Example:

    The calculation below is used in a precondition:

    GetCurrentGroupName = Task.GetCurrentGroupName().ToLower()

     

    This calculation is not an issue when working on the incident. However, the issue occurs when the background service starts to execute the calculation because the “system” account has no group.

     

    Resolution:

    This issue is resolved by assigning a proper group to the “system” account.

     

    Reference:

    "There is an error in XML document (1, 1)." error when a calculation process condition is being evaluated

    Error: 'There is an error in XML document (1, 1)' when trying to launch an Incident from a Query

    Ivanti Service Desk Calculations Frequently Asked Questions

    Troubleshooting calculation error messages