Error count in SMA for email listener
Hi All,
We have around 10 email listeners running in production. When an email is sent to the email IDs configured, email is getting processed but the error count is getting increased.
1. Could some one please reply why the error count is getting increased.
2. Some times we see an issue, same email is getting attached to the case multiple times. and being stuck. Email Listener some how is not setting the message as Read.
Please provide your inputs about the two issues mentioned above.
Thanks,
Vamsee
Hi Vamsee,
1. There are many reasons why the error count would go up. If you have multiple nodes running listeners for the same email account, the error count could increase if one node has a lock on the inbox and another node tried to access it at that particular moment. The logs will probably give some indication as to what happened.
2. What version of Pega is in use? This will likely require a bit of investigation.
Virtusa
US
Hi Nicholas,
Thanks for your reply.
1. We have the listeners up and running only in one node.
2. PRPC Version is 6.3SP1 with SI framework.
Let me know if you need any other information.
Thanks,
Vamsee
1. I was using the multiple nodes listening to the same inbox situation merely as an example. The take away there is that there should be some indication of an error in the logs. Enabling debug on the email listener class may also be of help: com.pega.pegarules.integration.engine.internal.services.email.EmailListener
2. Enabling debug on the email listener class may help with this, but may not provide all the relevant details. If that doesn't provide much information, you could try tracing the service email rule (This would require Hfix-6340 to be installed first):
- Open the service email rule (which is referenced by the email listener as the “Service Method”).
- With the service email rule open, click the “play” button at the top toward the right side (next to the clipboard button).
- In the drop down, click on “Trace Open Rule”. If your listener isn’t already started, start it now via SMA. Once the service email rule is called by the listener during processing, the tracer should populate with output.
- Reproduce the issue and review the tracer output.
Virtusa
US
Hi Nicholus,
I couldn't find the above listener class present in the list to enable the logging level as Debug. We have the hot fix installed in our PROD environment, Do you see if am missing anything else?
Please advice.
Thanks,
Vamsee
Incessant Technologies
IN
Even though the list is not showing Email Listener logger, you can give full class name and set logger to DEBUG.
Regards,
Rajesh Kumar Yadav | Pega GCS Hyderabad
Virtusa
US
Hi Nick & Rajesh,
I have enabled the log setting for the email listener (com.pega.pegarules.integration.engine.internal.services.email.EmailListener) and observed that email listener started polling the same message again by giving below error. Somehow system is not marking the email as seen and started processing the same email again.
Request to provide your inputs to resolve the same.
Error:
11 Mar 2016 13:33:37,442 [ EMAIL-Thread-141032] [ STANDARD] [ Inv:01.02.01] ( services.email.EmailListener) INFO EMAIL.FTCEListener.Listener|from([email protected])|sub(to test CE) - Messages are not processed.
com.sun.mail.smtp.SMTPSendFailedException: 501 5.1.7 Invalid address
at com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1515)
at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:1054)
at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:634)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.sendResponseMessage(EmailListener.java:2913)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.handleStandardRequest(EmailListener.java:1863)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.handleRequest(EmailListener.java:1974)
Hi Nick & Rajesh,
I have enabled the log setting for the email listener (com.pega.pegarules.integration.engine.internal.services.email.EmailListener) and observed that email listener started polling the same message again by giving below error. Somehow system is not marking the email as seen and started processing the same email again.
Request to provide your inputs to resolve the same.
Error:
11 Mar 2016 13:33:37,442 [ EMAIL-Thread-141032] [ STANDARD] [ Inv:01.02.01] ( services.email.EmailListener) INFO EMAIL.FTCEListener.Listener|from([email protected])|sub(to test CE) - Messages are not processed.
com.sun.mail.smtp.SMTPSendFailedException: 501 5.1.7 Invalid address
at com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1515)
at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:1054)
at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:634)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.sendResponseMessage(EmailListener.java:2913)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.handleStandardRequest(EmailListener.java:1863)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.handleRequest(EmailListener.java:1974)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.emailProcess(EmailListener.java:1712)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.oneIteration(EmailListener.java:1181)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.run_(EmailListener.java:1137)
at com.pega.pegarules.integration.engine.internal.services.listener.ServiceListenerBaseImpl.run(ServiceListenerBaseImpl.java:442)
at java.lang.Thread.run(Thread.java:722)
11 Mar 2016 13:33:37,442 [ EMAIL-Thread-141032] [ STANDARD] [ Inv:01.02.01] ( services.email.EmailListener) DEBUG EMAIL.FTCEListener.Listener|from([email protected])|sub(to test CE) - Attempting to mark the message as 'seen'
11 Mar 2016 13:33:37,442 [ EMAIL-Thread-141032] [ STANDARD] [ Inv:01.02.01] ( services.email.EmailListener) DEBUG EMAIL.FTCEListener.Listener - emailDisconnect
11 Mar 2016 13:33:37,479 [ EMAIL-Thread-141032] [ STANDARD] [ Inv:01.02.01] ( services.email.EmailListener) DEBUG EMAIL.FTCEListener.Listener - Unlocked 1 locks.
11 Mar 2016 13:33:37,479 [ EMAIL-Thread-141032] [ STANDARD] [ Inv:01.02.01] ( services.email.EmailListener) DEBUG EMAIL.FTCEListener.Listener - Will sleep for 50 seconds
Thanks & Regards,
Vamsee
Hi Vamsee,
Can you clarify exactly what you mean?
It sounds like you saw the "Invalid address" error and then after throwing it, the listener tried to process the same message again. Is that correct?
Is the invalid address error expected?
Is this leading to the issue you mentioned where the same email is attached to the case multiple times?
Can you provide the complete log(s)?