CA PAM email operator don't read mailbox

Products

• CA Process Automation Base
• CA Service Management - Service Desk Manager

Issue/Introduction

We have a flow was working in IT PAM, it was connected to the exchange and was reading Service Desk's Inbox mails but now it is not retrieving any emails.

Environment

Release : 17.3

Component : Process Automation 4.3 

Cause

The c2o.log provided indicate that there were several failed attempts  to use the get_message_list operator and all those attempts registered the same error message

ERROR [com.optinuity.c2o.service.serviceoperation.mailserviceoperation.RunnerGetMessageListServiceOperation] [2e-f67efd68eda9] GetMessageListServiceOperation failed to execute:
com.optinuity.c2o.util.C2OException: Failed to execute operation to retrieve list of mails - Could not connect to the Mail Server Connection refused: connect;
nested exception is:
java.net.ConnectException: Connection refused: connect
at com.optinuity.c2o.service.serviceoperation.mailserviceoperation.RunnerGetMessageListServiceOperation.processRequestedOperation(RunnerGetMessageListServiceOperation.java:145)
at com.optinuity.c2o.service.serviceoperation.mailserviceoperation.RunnerGetMessageListServiceOperation.run(RunnerGetMessageListServiceOperation.java:60)
at java.lang.Thread.run(Thread.java:748)

Resolution

This error is an indicator that the mail server is rejecting the request made by the ITPAM server, the operator works when it has set the subject under the filter section, it might by that the mail server has a restriction over request without the subject or similar, or the mail login credential changed. Not sure exactly about this, in any case the message "Could not connect to the Mail Server Connection refused: connect", is an indicator that the mail server is rejecting the request, please check this with your mail administrator.