CA Service Desk Manager 17.1 Maileater intermittently stops processing emails

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

CA Service Desk Manager 17.1 Maileater intermittently stops processing emails.

Error messages similar to the following are seen within the NX_ROOT\log\MAILEATER_NXD.LOG files

"ERROR [ForkJoinPool-1-worker-3] c.c.S.m.ConnectSession -
[mailbox:Mail_Eater:400001] Error processing email from: outlook.com:143 
java.util.regex.PatternSyntaxException: Dangling meta character '?' near index 0 ......
                 
at java.util.regex.Pattern.error(Unknown Source)
at java.util.regex.Pattern.sequence(Unknown Source) 
at java.util.regex.Pattern.expr(Unknown Source) 
at java.util.regex.Pattern.compile(Unknown Source) 
at java.util.regex.Pattern.(Unknown Source) 
at java.util.regex.Pattern.compile(Unknown Source) 
at java.lang.String.replaceFirst(Unknown Source)

Cause

CA SDM 17.1 Maileater has issues processing emails if the incoming email body contains Regex special characters 

For example, sending the following email to Maileater with the email body as:
                 
testing summary 
                 
>>>> ???? @@@@ !!!! #### $$$$ %%%% ^^^^ &&&& *** (((( )))) ____ ++++ \\\\ |||| ]]]] [[[[ {{{{ }}} …. ,,,, <<<< ““““”””” ‘‘‘‘’’’’

Environment

CA Service Desk Manager 17.1

Resolution

Solution is available by opening a CA Support case and requesting the solution to DE41616