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 - ALVAO 11.1/FIX4 (Q3 2023)
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