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Error then creating SC from E-mail in SP21

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Dmitry Varuhin_1
Occasional Contributor

Error then creating SC from E-mail in SP21

During test SP21 we have a problem
After sending Email we have error in log and SC not create.

Ср, 24/01/2007 12:14:48 Attachments: []
Ср, 24/01/2007 12:14:48 Reply-To : null
Ср, 24/01/2007 12:14:48 Reply-To :
Ср, 24/01/2007 12:14:48 Mail from : xxx@xxx.com
Ср, 24/01/2007 12:14:48 ReturnPath : xxx@xxx.com

Ср, 24/01/2007 12:14:48 Importance : normal
Ср, 24/01/2007 12:14:49 java.lang.NullPointerException
at com.hp.ifc.util.marshal.AppCriterium.setValue(Unknown Source)
at com.hp.ifc.util.marshal.AppCriterium.setValue(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.findAgreementReceivers(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.findAgreementReceivers(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.findMostRelevantSLAs(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.findService(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.checkAndOrRetrieveService(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.setCaller(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.access$200(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall$3.set(Unknown Source)
at com.hp.ifc.wf.AppEntity.setValue(Unknown Source)
at com.hp.ifc.wf.AppEntity.setValue(Unknown Source)
at com.hp.itsm.srv.email.EmailCommandNew.execute(Unknown Source)
at com.hp.itsm.srv.email.AbstractEmailCommand.execute(Unknown Source)
at com.hp.itsm.srv.email.EmailParser.parse(Unknown Source)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)
at com.hp.ifc.net.smtp.AppSmtpRequestHandler.process(Unknown Source)
at com.hp.ifc.net.tcp.AppTcpConnection.processRequest(Unknown Source)
at com.hp.ifc.net.tcp.AppTcpThread.run(Unknown Source)

Ср, 24/01/2007 12:14:49 Ended parsing duration: 1578 ms

Does anyone know whats wrong?
2 REPLIES
Irene Bochaeva
Occasional Contributor

Re: Error then creating SC from E-mail in SP21

Please, make sure that you have upgraded the Service Pages component up to SP21. SD SMTP server is installed as a part of Service Pages.
Andre Larbiere
Acclaimed Contributor

Re: Error then creating SC from E-mail in SP21

This is a new known problem with SP21 (HP reference ITSM008961).

I also stumbled over it recently.

It occurs when you enable the email "New" command to Known Persons (which is generally the only sensible setting), and you have the "Service" field filled during call creation.
The ITSM008961 article states that the error occurs when the "Service" field is filled in the used email call template, but it also happens if you enable, in the Administrator console, the option "Automatically Invoke Service Quick Find In Service Call" (General Settings - Application)

Unfortunately, there is no fix yet, and I have not found a viable workaround either... But I'm working on it ;-)
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