Unable to open case if my email body size is large
We have email listener and it process any incoming email and creates a case in our application, we call it as email case E-. When email listener receives an email with large body including gifs, images etc.. case is getting successfully getting created, however we are unable to open the case. If we try to open the case the screen is getting hanged and saying OOM(out of memory and window is crashed). We are displaying email body in email case with property pyEmailBody using rich text editor. So to try as a fix to overcome this failure to load the case, we have tried to optimize a column as CLOB and fetch using dpage and to show on UI in expand collapse with defer load. We need to show complete email without truncate.
By doing this we are able to open the case, however if the email body size exceed 10mb, when we try to expand email in case, still the case issue of OOM. We are currently in 8.7.6 version and do we have any suggestions which would help us or any idea if we have this handled better thru OOTB in Pega 25.
Pegasystems Inc.
CA
HCA Healthcare
US
@RaviD1426 did you try using Storing the full email body as a file attachment (HTML) instead of keeping it in pyEmailBody and rendering it in a Rich Text Editor on the case. When the listener creates the E- case, write the raw body to an attachment record and keep only a small preview/metadata on the clipboard. On the UI, show the preview and add a single “View full email” action that streams the attachment content in a separate viewer page (or new tab) without loading the whole 10MB+ HTML into the case’s clipboard. This avoids the case screen trying to deserialize and render a huge DOM in one request, which is what might triggers the out-of-memory crash.
@RaviD1426
Check if there are options to increase the jvm heap?
Kindly raise an INC and SMEs can analyze and provide possible solutions.