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Maileater not processing messages in Outlook365

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Article ID: 253221

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

After upgrading to RU16, customer finds that emails in the outlook365 inbox are not being processed and tickets are not being created.  Stopping and restarting Service Desk will resolve the problem for all emails in the inbox at that time, but emails that arrive after restart will queue up until the next restart.

Environment

Release : 17.3

Cause

After doing some testing we found out that the rootcause of the situation was the variable  NX_MAIL_INITIAL_TRACING.

Resolution

We deinstall the nx variable and the maileater worked as expected. 

This is only required in order to print logs from JavaMail(3rd party) to see how the connection is being made. For some reason, the Javamail hangs because of logging the information @ customer site.