2 Replies Latest reply on May 19, 2016 3:09 PM by akshay_gupta

    email not updating open Problem ticket


      We have started experience an issue where incoming email is not updating Problem tickets and showing following error in logs.

      General Exception Error: System.ServiceModel.FaultException: Unhandled system exception: System.Web.Services.Protocols.SoapException: Object reference not set to an instance of an object.

      Server stack trace:

         at System.ServiceModel.Channels.ServiceChannel.HandleReply(ProxyOperationRuntime operation, ProxyRpc& rpc)

         at System.ServiceModel.Channels.ServiceChannel.Call(String action, Boolean oneway, ProxyOperationRuntime operation, Object[] ins, Object[] outs, TimeSpan timeout)

         at System.ServiceModel.Channels.ServiceChannelProxy.InvokeService(IMethodCallMessage methodCall, ProxyOperationRuntime operation)

         at System.ServiceModel.Channels.ServiceChannelProxy.Invoke(IMessage message)

      Exception rethrown at [0]:

         at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg)

         at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)

         at com.frontrange.saas.ws.data.IPCMServiceSoap.Search(SearchRequest request)

         at com.frontrange.saas.ws.data.PCMServiceSoapClient.Search(String sessionKey, String tenantId, ObjectQueryDefinition ObjectQuery)

         at com.frontrange.saas.Workflow.DataAccessLayer.BusinessObject.GetRecID(FieldCollection condFields)

         at com.frontrange.saas.EmailService.SaaS.ProcessBusinessObject(EMailConfiguration config, MessageData messageData, Boolean& journalCreated)


      We did server and services restarts.

      We have not made any changes that could have done this and we also checked audit logging to confirm. Rest of modules (incident/Change/Request) are able to update tickets with incoming emails. Does anyone has suggestion on where to look for this issue's resolution?

        • 1. Re: email not updating open Problem ticket
          florian1 Expert

          Hi Akshay,


          how is your Inbox configured?

          - Is it a simple mailbox with tenant status mapping or an Inbox with XSL Transformations?

          -> if yes, did you check the QuickAction?


          - Is it only (and always) happening to Problem ticket updates and new tickets are generated as they should?

          -> If it is only happening to Problem tickets, have a closer look at the Integration Logs.


          - Are you using HEAT On-Premise?

          -> If yes, check the logfiles.

          • 2. Re: email not updating open Problem ticket

            We fixed the issue by recreating mail setting of Problem tickets mailbox. This time we used OTHER instead of PROBLEM from object selection.

            There is no explanation of why it was working with previous settings until it decided to stop working and how new setup is better than previous one.