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SD Incoming e-mail config issue

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Justin Trant
Regular Collector

SD Incoming e-mail config issue

Hi all,

I am having some difficulty configuring incoming e-mail via Service Desk 4.5 SP 15.

I have configured an MX record for the Service Desk application server and have gotten as far as the e-mails actually reaching the server. However, these e-mails are not actually creating Service Calls.

Configuration:

"Use New Command As Default" - checked
Inbound e-mail address set to "servicedesk" (no domain entered). Actual address is "servicedesk@servicedesk.[domain].com2

As I said, e-mail attempts are reaching the network (as per log files) but are generating the following error message in the application server logs:

Wed, 07/03/2007 13:13:45 Header : [Subject: Test
]
Wed, 07/03/2007 13:13:45 Subject : Test

Wed, 07/03/2007 13:13:45 To : []
Wed, 07/03/2007 13:13:45 Plaintext :
Message Body
Wed, 07/03/2007 13:13:45 Attachments: []
Wed, 07/03/2007 13:13:45 Reply-To : null
Wed, 07/03/2007 13:13:45 Reply-To :
Wed, 07/03/2007 13:13:45 Mail from : null
Wed, 07/03/2007 13:13:45 ReturnPath : Wed, 07/03/2007 13:13:45 Importance : normal
Wed, 07/03/2007 13:13:45 SMTPERRORjava.lang.NullPointerException
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)

Wed, 07/03/2007 13:13:46 no of scheduled tasks loaded for this server: 327
Wed, 07/03/2007 13:14:05 no of scheduled tasks loaded for this server: 327
Wed, 07/03/2007 13:14:13 no of scheduled tasks loaded for this server: 327
Wed, 07/03/2007 13:14:30 Ended parsing duration: 103391 ms
Wed, 07/03/2007 13:14:31 no of scheduled tasks loaded for this server: 327
Wed, 07/03/2007 13:14:36 Started parsing E-mail
Wed, 07/03/2007 13:14:36 no of scheduled tasks loaded for this server: 327
Wed, 07/03/2007 13:14:49 no of scheduled tasks loaded for this server: 328
Wed, 07/03/2007 13:14:57 no of scheduled tasks loaded for this server: 328
Wed, 07/03/2007 13:15:04 no of scheduled tasks loaded for this server: 328
Wed, 07/03/2007 13:15:05 no of scheduled tasks loaded for this server: 328
Wed, 07/03/2007 13:15:06 Header : [Sube ject: Tre est
]
Wed, 07/03/2007 13:15:06 Subject :
Wed, 07/03/2007 13:15:06 To : []
Wed, 07/03/2007 13:15:06 Plaintext :
Test
Wed, 07/03/2007 13:15:06 Attachments: []
Wed, 07/03/2007 13:15:06 Reply-To : null
Wed, 07/03/2007 13:15:06 Reply-To :
Wed, 07/03/2007 13:15:06 Mail from : null
Wed, 07/03/2007 13:15:06 ReturnPath : justin.trant@meteor.ie
Wed, 07/03/2007 13:15:06 Importance : normal
Wed, 07/03/2007 13:15:06 SMTPERRORjava.lang.NullPointerException
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)

I have completed all mandatory fields in my template for the Inbound Mail Call command.

I have tried absolutely everything. Any help would be appreciated.

Regards,
Justin Trant.
4 REPLIES
Robert S. Falko
Honored Contributor
Solution

Re: SD Incoming e-mail config issue

Justin,

Here are some strategies for debugging this interface:

1. Telnet into the OVSD server first to figure out exactly what you need to make it work.

2. Make sure you have checked the options you really want regarding who should be able to create a service call.

3. You may need to ensure that there really is a person record with the email address of the sender of the test mail.

4. You may need to ensure the uniqueness of email address amongst your person records.

Looking at the log entries, I wonder if you are missing a value for reply-to or mail from, which might be why it fails. Someone with readier access to a test environment might be able to confirm that.

Good luck,
Josh
Gerry Allardice
Honored Contributor

Re: SD Incoming e-mail config issue

Also ensure that attachments are setup and working, as incoming email actually adds an attachment.
Justin Trant
Regular Collector

Re: SD Incoming e-mail config issue

Hi there,

Thank you for your suggestions. It appears that the problem lies with our Mail Exchange record. E-Mails are being diverted to the Service Desk server but do not appear to be reaching it.

Our MX record is set up as follows:

> set type=mx
> servicedesk.[domain].ie
Server: [exchangeserver].[domain].ie
Address: [exchangeserver IP]

servicedesk.[domain].ie MX preference = 20, mail exchanger = [servicedesk server].[domain].ie
[servicedesk server].[domain].ie internet address = [SD Server IP]

Does this config look OK? I can't find any guides in any of the documentation which shows how this should be configured.

Any help would be greatly appreciated.

Regards,
Justin.
Justin Trant
Regular Collector

Re: SD Incoming e-mail config issue

Incoming e-mails now working in test environment. Issue seems to lie with SMTP server on Exchange box.
//Add this to "OnDomLoad" event