You can try turning on extra logging for the service to see if you get more information about this error. Edit the file c:\program files\landesk\landesk applications\touchpaper.service.mail.inbound.windowsservice.exe.config. In the file is a line for Log Severity. Change this to Trace and then restart the Touchpaper Inbound Mail service. You should get more information in your application log after that and hopefully this will guide you in the right direction.
Hmmm I seem to be getting on Outbound as well. With Trace on, I get this just prior to that error:
Event Type: Information
Event Source: Outbound Mail Engine
Event Category: None
Event ID: 0
Time: 10:51:43 PM
Processing message with subject text 'Changes with TL that need Line Mgr Approval' and body text 'These are currently assigned to the Chris's that require line manager approval in Bill's absence.'.
With Inbound i get:
- Retrieving Message from email@example.com with subject PROD Tape Subsubsystem Alert.
- Creating New Process Incident
- Creating an instance of IncidentManagement.Incident with lifecycle NewProcess1 with template EmailandPortal0 for user MVS System Alarm.
- Processing mappings for business class IncidentManagement.Incident.
- Object reference not set to an instance of an object.
Let's try fixing one thing at a time, Inbound and Outbound are completely separate things and these errors will not be related. For the inbound:
Is there a message in the inbox that has no subject or body? If not, compare the detailed logging of a 'sucessfully' processed mail with that of one that is not to see at which step it fails.
The Outbound mail logging is just information to say that it has processed a mail, it looks like you turned on the information logging for that service.
I've fixed the outbound mail issue, the subject text was too long. I wish the product would auto truncate this.
The on-topic inbound mail issue log is now in the post above.
Also, if I (or any user) forward the same email myself into the system, it creates it fine?
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I'm confused, the subject text can't be too long in an outbound mail. You can try to insert too many characters into an assignment or reminder as part of the process via a placeholder and that could prevent an outbound mail from sending but the event log you pasted showed that the mail had been processed, it was an Information message confirming this.
The inbound information you added suggests there's something wrong with the inbound mappings. I would suggest you try recreating them - try just mapping subject to title and body to description for testing purposes then add further mappings once you're satisfied it's working this far.
Here is the message source for one of the emails (with server details x'd)
Received: from xx-01.xxx.com.au ([172.16.0.233])
by xx-04.xxx.com.au (Lotus Domino Release 6.5.5)
with SMTP id 2009101909590142-260517 ;
Mon, 19 Oct 2009 09:59:01 +1000
Received: from xx2PROD.xxx.COM.AU ([10.1.50.98])
by xxs-01.cua.com.au (SMSSMTP 220.127.116.11) with SMTP id M2009101909590000961
for <SERVICE.DESKEV@XXX.COM.AU>; Mon, 19 Oct 2009 09:59:00 +1000
Received: from XX2PROD by XX2PROD.XXX.COM.AU (IBM MVS SMTP CS V1R9)
with BSMTP id STC07117; Mon, 19 Oct 09 09:58:57 EST
Date: 19 Oct 09 09:58:41 +1000
Subject: PROD Tape Subsubsystem Alert
X-MIMETrack: Itemize by SMTP Server on XX-04/XXX/AU(Release 6.5.5|November 30, 2005) at
19/10/2009 09:59:01 AM,
Serialize by Router on XXX-01/XXX/AU(Release 8.5FP1|June 15, 2009) at 19/10/2009
Serialize complete at 19/10/2009 09:59:01 AM,
Serialize by Notes Client on NoGi/XXX/AU(Release 8.5|December 05, 2008) at
22/10/2009 11:11:30 PM,
Serialize complete at 22/10/2009 11:11:30 PM
IEA480E 0160,TAPE,3590,ACUTE ALERT,SER=0113-43506,MC=F2,ES=77,ID=82,REF=60C6-3147-3C56,UM=0A0A-2593-80
I would suggest you try recreating them - try just mapping subject to title and body to description for testing purposes
Ok I seem to have gotten somewhere. We use a HTML enabled field for the Incident description. This is where it is failing. If I map it to a plain text field it works fine. How do I resove this as we need to use the HTML fields otherwise user emailed incidents do not appear correctly.
Ok, still having this issue with inbound mail. Event manager error is still:
Event Type: Error
Event Source: Inbound Mail Engine
Event Category: None
Event ID: 0
Time: 2:14:22 PM
Object reference not set to an instance of an object.
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
It doesn't seem to like emails with attachments.
I'd recommend you raise this with your support provider for proper investigation. Depending on the source of the emails, the version of Service Desk you're using, the type of emails, etc this could be a complex configuration problem or a known software issue that has since been resolved.