Some of the emails are not getting processed in Email Listener which reads using MS Graph
While processing emails some of the emails are failing with below exception. We are using Microsoft graph to read the emails.
Error Reason: null and StackTrace: com.pega.platform.integrationcore.client.email.internal.msgraph.MSGraphErrorHandler.throwError(MSGraphErrorHandler.java:90) com.pega.platform.integrationcore.client.email.internal.msgraph.MSGraphEmailClient.getMessage(MSGraphEmailClient.java:1903) com.pega.platform.integrationcore.client.email.internal.msgraph.MSGraphEmailClient.getMessageByMessageId_REST(MSGraphEmailClient.java:1124) com.pega.platform.integrationcore.client.email.internal.msgraph.MSGraphEmailClient.getMessagebyMessageId(MSGraphEmailClient.java:1067) com.pega.platform.integrationengine.client.email.internal.MSGraphEmailClientProxy.getMessagebyMessageId(MSGraphEmailClientProxy.java:499) com.pega.platform.integrationengine.internal.email.EmailListenerDelegateImpl.getNextUnprocessedMessage(EmailListenerDelegateImpl.java:227) com.pega.platform.integrationengine.internal.email.EmailListenerDelegateImpl$$EnhancerByGuice$$518924ae.CGLIB$getNextUnprocessedMessage$4(<generated>) com.pega.plat
Has anyone observed this issue and is aware of the resolution or any workaround. Should I open up SR with Pega support. Please advise.
***Edited by Moderator Marije to add possible BUG ID***
***Edited by Moderator Marissa to add Support Case details***
***Edited by Moderator Marije to other BUG ID***
Updated: 17 Oct 2023 7:54 EDT
Tata Consultancy Services
IN
Hi @SSrinivas,
Could you please check the connectivity on the email account receiver side? If Status Fail, Most of the time issue on MS Graph side, Maybe the Key got Expired.
If connectivity status is good, May be read permission not provided by Azure team (MS Graph Team), below are the required permission on MS Graph Side
Could you please check with once Azure team internally or Raise a SR in MSP Portal. So that Pega Product Team will help on this.
I hope this will help you.
Thanks,
Ashok
Coforge
IN
@Bhumireddy , Thanks for your reply!
We have verified Receiver Side connectivity it looks all good!
In a case if required permission's are not granted from Azure side it should fail for all Email's but that's not the case only in few emails it's failing.
Thanks
Updated: 18 Oct 2023 11:53 EDT
Pegasystems Inc.
GB
@SSrinivas could you check the logs for any errors further down/up from the extract you've provided?
I've checked and I can see that there is a product issue (Email not Processing due to parsing error BUG-809492 /BUG-784684) with 8.8 versions causing errors containing 'EnhancerByGuice' (like in your extract). It related to a parsing issue with the attached mail getting the exception while processing link based attachments.This issue was seen only on SDK implementation as 8.8.3 onwards is on REST implementation This was fixed in 8.8.3. .
Please see the MSGraph fixes detailed in the Resolved Issues documentation.
Please read our documentation relating to the importance of being on the latest release of Pega:
Pega software maintenance policies frequently asked questions
@SSrinivas could you check the logs for any errors further down/up from the extract you've provided?
I've checked and I can see that there is a product issue (Email not Processing due to parsing error BUG-809492 /BUG-784684) with 8.8 versions causing errors containing 'EnhancerByGuice' (like in your extract). It related to a parsing issue with the attached mail getting the exception while processing link based attachments.This issue was seen only on SDK implementation as 8.8.3 onwards is on REST implementation This was fixed in 8.8.3. .
Please see the MSGraph fixes detailed in the Resolved Issues documentation.
Please read our documentation relating to the importance of being on the latest release of Pega:
Pega software maintenance policies frequently asked questions
Other than testing your environment with the latest release I would suggest you log a ticket via the MSP.
If you do log an incident, please provide the ID here so that we can help track progress.
Coforge
IN
Thanks for the update. As you said we see this exception logged under error category "Parsing" in log-service-instances.
When you say link based attachments does this mean that email which has a attachment url in that it is failing.
Please find the complete log exception what we are seeing.
Thanks for the update. As you said we see this exception logged under error category "Parsing" in log-service-instances.
When you say link based attachments does this mean that email which has a attachment url in that it is failing.
Please find the complete log exception what we are seeing.
Type com.pega.platform.integrationcore.client.email.EmailClientException
Message com.pega.platform.integrationcore.client.email.EmailClientException
Stack at com.pega.platform.integrationcore.client.email.internal.msgraph.MSGraphErrorHandler.throwError(MSGraphErrorHandler.java:90)
at com.pega.platform.integrationcore.client.email.internal.msgraph.MSGraphEmailClient.getMessage(MSGraphEmailClient.java:1903)
at com.pega.platform.integrationcore.client.email.internal.msgraph.MSGraphEmailClient.getMessageByMessageId_REST(MSGraphEmailClient.java:1124)
at com.pega.platform.integrationcore.client.email.internal.msgraph.MSGraphEmailClient.getMessagebyMessageId(MSGraphEmailClient.java:1067)
at com.pega.platform.integrationengine.client.email.internal.MSGraphEmailClientProxy.getMessagebyMessageId(MSGraphEmailClientProxy.java:499)
at com.pega.platform.integrationengine.internal.email.EmailListenerDelegateImpl.getNextUnprocessedMessage(EmailListenerDelegateImpl.java:227)
at com.pega.platform.integrationengine.internal.email.EmailListenerDelegateImpl$$EnhancerByGuice$$518924ae.CGLIB$getNextUnprocessedMessage$4(:-1)
at com.pega.platform.integrationengine.internal.email.EmailListenerDelegateImpl$$EnhancerByGuice$$518924ae$$FastClassByGuice$$7fc86052.invoke(:-1)
at com.google.inject.internal.cglib.proxy.$MethodProxy.invokeSuper(MethodProxy.java:228)
at com.google.inject.internal.InterceptorStackCallback$InterceptedMethodInvocation.proceed(InterceptorStackCallback.java:75)
at com.pega.platform.integrationcore.interceptors.LoggingInterceptor.invoke(LoggingInterceptor.java:62)
at com.google.inject.internal.InterceptorStackCallback$InterceptedMethodInvocation.proceed(InterceptorStackCallback.java:75)
at com.google.inject.internal.InterceptorStackCallback.intercept(InterceptorStackCallback.java:55)
at com.pega.platform.integrationengine.internal.email.EmailListenerDelegateImpl$$EnhancerByGuice$$518924ae.getNextUnprocessedMessage(:-1)
at com.pega.pegarules.integration.engine.internal.services.email.ParallelEmailPollerStrategy.processEmails(ParallelEmailPollerStrategy.java:223)
at com.pega.pegarules.integration.engine.internal.services.email.ParallelEmailPollerStrategy.run(ParallelEmailPollerStrategy.java:81)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.run_(EmailListener.java:603)
at com.pega.pegarules.integration.engine.internal.services.listener.ServiceListenerBaseImpl.run(ServiceListenerBaseImpl.java:476)
at java.lang.Thread.run(Thread.java:750)
Also, what I understood based on your reply this issue is fixed in 8.8.3. Is there any possibility can we get hotfix in 8.8.1 or workaround solution, because recently we upgraded to 8.8.1 and there is no plan of upgrade in near by.
We have raised Pega INC as well on this INC-A20701.
Thanks
Updated: 18 Oct 2023 12:11 EDT
Pegasystems Inc.
GB
@SSrinivas If I have indeed identified the scenario based on the log extract then I believe our GCS team will give the same recommendation as I did - first an update to the latest release.
We no longer issue hotfixes unless there is a critical reason.
See our announcement back in 2018:
New Platform Patch Release Announcement
Please read our documentation relating to the importance of being on the latest release of Pega:
Pega software maintenance policies frequently asked questions
I will let our GCS engineer comment further on your open ticket. Please keep us posted with the outcome here.
Ford Motor Company
US
We ran into similar issues in Pega 8.8.2 and the Solution provided in two steps.
#1. HFIX-85922
#2. Proxy Server Information added at the Receiver End in the Email Account
I've learnt from GCS Engineer [SME], there were some deliberate changes made in the logic to read the emails using REST API, for which the proxy details and HFIX are needed if the Supporting Platform is on Prem. I was told, this is not an issue for Pega Cloud Customers.
Hope this info helps you to move forward.
Updated: 20 Oct 2023 5:42 EDT
Pegasystems Inc.
GB
The Pega version 8.8.2 hotfix listed by Suman is for BUG-820772 Email listener failing to process incoming emails. We also issued HFIX-A517 for Pega Platform/8.8.3
This particular problem (please compare the error example with what is in your log - it may not be the same issue) due to the proxy enabled in clients environment in 8.8.x version due to which it is causing the issue.. The hotfix Added proxy support when email listener fetches the email attachments in case of MSGraph.
That issue is fixed in Pega 8.8.4.
It will be available for users to download end of October/ start of November
Therefore my recommendation to you is to update to Pega 8.8.4 when it becomes available as it will fix both types of Email Listener issues.