A list of Known Issues with Maileater in CA Service Desk Manager 17.1

Document ID : KB000105652
Last Modified Date : 11/07/2018
Show Technical Document Details
Issue:
This document lists out a few key issues with CA Service Desk Manager (SDM) maileater in CA SDM 17.1 that are under CA investigation. CA is working diligently to get these items resolved with urgency.

Note: This list of issues applies to 17.1 version ONLY

CA Support and Engineering teams are proactively releasing this to raise awareness while the defects are being resolved. A formal fix will be published to include a holistic solution for all these items shortly. This document will be updated frequently by CA to ensure customer success.
Environment:
CA SDM 17.1 ONLY
Resolution:
Maileater does not send a reply message
Description:
Maileater is not able to sent the reply messages
Symptoms: 
Users do not receive an email reply from maileater when 
ERROR  [Thread-4] c.c.S.m.c.PdmMailUtils - Unable to send reply without Email Address. 

Basically when an email is received by maileater, from address header might be in the format:  "lastname, firstname <firstname.lastname@company.com".  Maileater then attempts to send an email to this address via pdm_mail program, but creates the Mail To address as  ""lastname, firstname <firstname.lastname@company.com"".

The first two double quotes are perceived as empty mail address and so mail send errors out. 
CA Defect #: DE39959


maileater merges lines into one line if the email is in Rich Text Format
Description:
Lines in the Message Body of an incoming mail are merged to one line, if the mail is in Rich Text Format
Symptoms:
Send a mail to the maileater in Rich Text Format below content, making sure that they exists in two different lines:
line1
line2

A ticket opened with this has a description with both lines merged into one line:
line1 line2
CA Defect #: DE41471



Maileater is unable to process emails with null subject (no subject)
Description:
Maileater is unable to process emails with null subject (no subject)
Symptoms:
Maileater logs have entries like below:
ERROR [ForkJoinPool-1-worker-1] c.c.S.m.ConnectSession - [mailbox:SDESK:100] Error processing email from: MailServer:143
java.lang.NullPointerException: null
 at java.util.regex.Matcher.getTextLength(Unknown Source)
 at java.util.regex.Matcher.reset(Unknown Source)
 at java.util.regex.Matcher.(Unknown Source)
 at java.util.regex.Pattern.matcher(Unknown Source)
.CA Defect #: DE41501



Maileater does not work when a custom textapi.cfg file exists in site/mods folder
Description: 
Maileater does not work when a NX_ROOT/site/mods/textapi.cfg exists
Symptoms:
Maileater log shows:
ERROR [ForkJoinPool-1-worker-1] c.c.S.m.ConnectSession - [mailbox:Mail_Eater:400001] Error processing email from: outlook.com:143
java.lang.StringIndexOutOfBoundsException: String index out of range: 15
at java.lang.AbstractStringBuilder.deleteCharAt(Unknown Source)
 at java.lang.StringBuilder.deleteCharAt(Unknown Source)
 at com.ca.ServicePlus.mail.common.PDMMailerUtil.getTextAPIMultiLineCommands(PDMMailerUtil.java:883)
 at com.ca.ServicePlus.maileater.MailboxRule.feedToTextApi(MailboxRule.java:1640)
 at com.ca.ServicePlus.maileater.MailboxRule.processResult(MailboxRule.java:919)
CA Defect #: DE40247



Maileater does not process some emails
Description:  
maileater does not process some emails, specially when they have message body / subject with characters like:
????
or 
*****
Symptoms:
Below error messages are seen in Maileater logs 

ERROR [ForkJoinPool-1-worker-2] c.c.S.m.ConnectSession - [mailbox:Mail_Eater:400001] Error processing email from: outlook.com:143
java.util.regex.PatternSyntaxException: Dangling meta character '?' near index 800

or

ERROR [ForkJoinPool-1-worker-3] c.c.S.m.ConnectSession - [mailbox:Mail_Eater:400001] Error processing email from: outlook.com:143
java.util.regex.PatternSyntaxException: Dangling meta character '*' near index 0 **
CA Defect #: DE41616


Unique Attributes/values get merged into one via maileater
Description:
When reading an email in Rich Text Format, maileater jumbles up attributes/values during parsing.  This results in SDM TextAPI attempting to read parameter/values improperly resulting in an Unknown attribute error.
Symptoms:
Here's an example email sent in Plain text format, it separates %INCIDENT out as invalid and starts differentiating rest of the parameters+values properly into appropriate fields

%INCIDENT=
%summary=testing diff with 14.1
%category=Email
%REQUESTOR=servicedesk
%CUSTOMER=casmadmin
%STRING1=Footprints
%STATUS=Open
%GROUP=group1
%ASSIGNEE=servicedesk
%DESCRIPTION=testing Description diff with 14.1

AHD58041:Invalid Input (%INCIDENT=). Input will be ignored.

Send similar email in HTML/RTF format:

%INCIDENT=

%SUMMARY=testing summary
%CATEGORY=email

%REQUESTOR=servicedesk

%CUSTOMER=casmadmin

%STRING1=string1 text

%STATUS=Open

%GROUP=group1

%DESCRIPTION=testing HTML formatted email

Result would be an error in maileater logs:
AHD58041:Invalid Input (%INCIDENT= %SUMMARY=testing summary). Input will be ignored.AHD58007:Problem Occurred trying to set CATEGORY=email %REQUESTOR=servicedesk||PERL_SDM_CATEGORY_SEPARATOR||casmadmin. See log for info.

CA Defect #:  DE40788



Maileater Attachment Performance
Description:
Performance of maileater when processing attachments is slower in 17.1 release compared to older releases. When the mail server in question is Office 365/Outlook.com type of account, it is much slower than an in house mail server. 
Symptoms:
An example email with a 25MB attachment was received could take up to 6 minutes to process. During this time other emails received by the same mail box are held up in queue.
CA Defect #: DE42026


Maileater cannot process a blank filter string on the Mailbox Rules.
Description:
Exceptions are seen on Maileater when an email sent to maileater ends up getting processed by a rule containing a blank filter string
Symptoms: 
Errors seen in the maileater logs:
ERROR [ForkJoinPool-1-worker-0] c.c.S.m.ConnectSession - [mailbox:Test Mailbox:400001] Error processing email from: localhost:1110
java.lang.StringIndexOutOfBoundsException: String index out of range: 0
 
CA Defect #: DE40545


Maileater does not process emails if the mail box has Inclusion/Exclusion lists with wild card characters in the values.
Description:
When a mailbox has Inclusion List / Exclusion List with a wild card character in its value, example: *.ca.com, maileater cannot process that email.
Symptoms:
The mail is not processed and is left behind on the mailbox. Below errors are seen in the maileater logs:
 
TRACE [ForkJoinPool-1-worker-1] c.c.S.maileater.Mailbox - Searching for World domain <*> in Allow list. 
TRACE [ForkJoinPool-1-worker-1] c.c.S.maileater.Mailbox - Searching for entry "*" in list "*.ca.com". 
ERROR [ForkJoinPool-1-worker-1] c.c.S.m.ConnectSession - [mailbox:TEST:400001] Error processing email from: test.company.com:143 
java.util.regex.PatternSyntaxException: Dangling meta character '*' near index 0 


at java.util.regex.Pattern.error(Unknown Source) 
at java.util.regex.Pattern.sequence(Unknown Source) 
at java.util.regex.Pattern.expr(Unknown Source) 
at java.util.regex.Pattern.compile(Unknown Source) 
at java.util.regex.Pattern.<init>(Unknown Source) 
at java.util.regex.Pattern.compile(Unknown Source) 
at com.ca.ServicePlus.mail.common.PDMMailerUtil.substringAfter(PDMMailerUtil.java:940) 
CA Defect #: DE40505 



Intermittent hang issues with maileater
Description:
A working 17.1 maileater eventually might get into a state where it doesn't update maileater logs nor process any emails anymore.  A restart of maileater is needed to get this resolved. This was observed to be a random occurrence, no specific steps were seen to reproduce the issue so far.
Symptoms:
Maileater produces a set of logs for each day and backs them up zipped to NX_ROOT/maileater_nxd  folder.  When the behavior of maileater not responding is observed, a gap in the log file names is seen. Example: day1, day2, day3.... day6    (where day6 gets created after restart of maileater, and day4,day5 are totally missing)
CA Defect #: DE42405