Alvao Service - Create new request from an e-mail - With defined Rules for incoming messages as Send message/Resolve request/Close request - Object reference not set to an instance of an object
This article is about product releases
ALVAO Service Desk 11.1 and higher
Symptoms
E-mail messages are not processed if new request should be created from loaded message.
Error in the event log:
Category: Alvao.Service.Tasks.Implementation.MailboxReaderTask
Error while processing e-mail.
Exception:
System.Exception: Error while processing mail.
---> System.NullReferenceException: Object reference not set to an instance of an object.
at Alvao.API.SD.Service.Implementation.ReceivedMessageRuleService.ProcessRules(tHdTicket ticket, tAct act)
at Alvao.API.SD.Service.Implementation.CreateTicketService.Create(NewTicketModel model)
at Alvao.API.SD.Ticket.<>c__DisplayClass19_0.b__0(ICreateTicketService Service)
at Alvao.API.Utils.ActionInvoker`1.InvokeAction[ReturnType](Func`2 action)
at Alvao.API.SD.Ticket.Create(NewTicketModel newTicketModel)
at Alvao.Service.Services.Implementation.TicketService.Create(NewTicketModel newTicketModel)
at Alvao.Service.Services.Implementation.MessageService.CreateTicketFromEmail(Int32 sectionId, tPerson fromPerson, DateTime dMail, MyMailMessage oMailMessage, tHdTicket boundTicket)
at Alvao.Service.Services.Implementation.MessageService.ProcessReceivedAsync(MyMailMessage oMailMessage, tHdSection section, CancellationToken cancellationToken)
--- End of inner exception stack trace ---
at Alvao.Service.Services.Implementation.MessageService.ProcessReceivedAsync(MyMailMessage oMailMessage, tHdSection section, CancellationToken cancellationToken)
at Alvao.Service.Services.Implementation.MessageService.ProcessReceivedAsync(MyMailMessage oMailMessage, tHdSection section, CancellationToken cancellationToken)
at Alvao.Service.Tasks.Implementation.MailboxReaderTask.ProcessMessageAsync(tHdSection section, IMailReaderService reader, IEmailClient client, MailIdentifier mailIdentifier, MyMailMessage myMailMessage, CancellationToken cancellationToken)
Cause
-
Solution
Fixed in release 11.1.1464 - 11.1/FIX4 (2023-08-03)
Workaround
Try to DISABLE all rules with defined one of the three possible actions (Send message, Resolve request or Close request).
Steps to reproduce this behavior
Rules for incoming messages:
There exists some rule with defined one of the following actions: Send message, Resolve request or Close request.
It is possible that this error only occurs with small percentage of incoming e-mails (depending on the rules definition and rules ordering).
Attachments
Issue number
T145887ALVAO