I noticed Error 2, NULL Value, entryID. Can you confirm the action on the incoming email is set to Submit? That error would suggest that it's looking for a ticket to update.
-- Chris Danaceau From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Matthew Perrault Sent: Wednesday, April 25, 2012 2:47 PM To: [email protected] Subject: Remedy Inbound Email errors ** All, I've been having some really weird issues with the email engine lately. Issue 1: We have some automated systems that are feeding into remedy via the inbound email process. It uses the standard Email template and its supposed to create an incident (record in HPD:Help Desk) Yet we get the following 2 errors: Error 1: Severe 0 null java.lang.NullPointerException at java.util.Hashtable.containsKey(Unknown Source) at com.bmc.arsys.emaildaemon.FormBase.addChangeEntry(FormBase.java:709) at com.bmc.arsys.emaildaemon.FormBase.setEntryValue(FormBase.java:268) at com.bmc.arsys.emaildaemon.FormEmailMessage.setParseMessage(FormEmailMess age.java:322) at com.bmc.arsys.emaildaemon.ExecutionModule.doWork(ExecutionModule.java:98 1) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Error 2: Severe 4900 NULL Value. entryId Everything in the template that is being sent in is correct. Checked the error message guide and that did not provide any answers. Ran logs (all of them) and nothing shows up there. Issue 2: Sometime the Email comes in, and it's in the AR System Email Messages form, Yet it just sits there with a Parse Message = Yes, Yet the email engine never parses it. Other emails that come in before or after get handled fine without issue. I restart the email engine and suddenly the one email that was just sitting there gets picked up and processed correctly. I'm basically at the point of restarting the email engine every day. I've re-installed the email engine a couple weeks ago to see if that would resolve this. At this point I'm out of ideas as to what could be causing this. ARS 7.1 Patch 8 AR Email Engine 7.1 Patch 8 Java 1.6_Patch 3 Windows Server 2003 MS SQL 2005 _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ Confidentiality Notice: This email, including attachments, may include non-public, proprietary, confidential or legally privileged information. If you are not an intended recipient or an authorized agent of an intended recipient, you are hereby notified that any dissemination, distribution or copying of the information contained in or transmitted with this e-mail is unauthorized and strictly prohibited. If you have received this email in error, please notify the sender by replying to this message and permanently delete this e-mail, its attachments, and any copies of it immediately. You should not retain, copy or use this e-mail or any attachment for any purpose, nor disclose all or any part of the contents to any other person. Thank you _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
