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Emails with Attachments Sent to ServiceDesk Email Account Are Quarantined


Article ID: 172511


Updated On:




ServiceDesk 7.6

A user sends a message containing at .txt file and a .png (part of email signature) to the Service Desk email account. 

An incident is created. The email is received by the Service Desk email account and is placed into the Error folder. 

Administrator followed through the workflow. It went to error exception handling 3 times before finishing. The ticket shows two .txt files in the attachments rather than just one and NO email entry.

Looped to error handling three different times.

AppDomain:/ServerName/1/ROOT/SD.IncidentManagementSimple.EndUserRequest-11-131817746883362913 System.Web.HttpUnhandledException (0x80004005): Exception of type'System.Web.HttpUnhandledException' was thrown. --> System.Exception: The dialog session "VI-P7Wd6cEKeMEIATVV2lw' is not valid or the session has timed out


  • Windows Server 2008 R2
  • ServiceDesk 7.6


We noticed the SQL was running a little slow. The "Buffer cache hit ratio" on the SQL Server occasionally drops below 100.



We increased the "Timeout" value from 10 seconds to 30 seconds as seen below.


Because the "Buffer cache hit ratio" on the SQL Server occasionally drops below 100, we recommend either making more memory available to SQL or adding more memory to the SQL server.