Question
National Australia Bank Ltd
AU
Last activity: 29 Nov 2019 11:00 EST
Email Listener is reading the email, but case is not being created
In Email Inbox email is seen as read but case is not created. It is not forwarding the mail to Exception mail box also. It is intermittent and no logs are found. Could someone let us know if this is a known issue with pega and If there is any solution for it.
***Moderator Edit-Vidyaranjan: Updated Platform Capability***
Pegasystems Inc.
FR
Hello,
If this is sporadic it might be the nature of your incoming email. Can you replay a not working email in Development and trace: https://community1.pega.com/community/pega-product-support/question/how-trace-email-listener-activity
National Australia Bank Ltd
AU
Hi Marc, Thanks for the response. It is happening only in prod and we cannot even trace as it is intermittent.
Pegasystems Inc.
US
You may need to enable debug on com.pega.pegarules.integration.engine.internal.services.email.EmailListener and the service activity until the issue occurs... Or if you still have the email that caused the issue, during off hours enable debug, then mark that email as unread, then turn debug off afterwards. This will hopefully shed light on what is happening.
Pegasystems Inc.
IN
If there is high traffic and no idle requestor you might see such issues. Make sure that number of maximum requestors and Idle requestor are set, if not you should increase the maximum requestors and Idle requestor values so that you won't observe this behavior.
Please refer to the community article(https://community.pega.com/sites/default/files/help_v82/procomhelpmain.htm#data-/data-admin-/data-admin-servicepackage/pooling.htm) for your reference.
Pegasystems Inc.
IN
Hi,
Is there any difference in email,I mean whether those mails are encrypted mails?Which version of pega you are using.There is a bug with pega for encrypted mails.Since you said issue is intermittent so I suspect it works fine for non encrypted mail but fails to process for encrypted mail.Please let me know which type mails are being sent(encrypted/unencrypted).
Please enable below debug logger and till you replicate the issue.
com.pega.pegarules.integration.engine.internal.services.email.EmailListener
com.pega.pegarules.integration.engine.internal.services.email.EmailHelper
Thanks,
Abhinav