IBM Support

IJ38012: MAXIMO MAIL LISTENER ERROR STOPS LISTENING

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APAR status

  • Closed as program error.

Error description

  • When sending a mail to the Maximo 7.6.1.2 e-mail listener
mailbox that contains a calendar for a meeting produce the error
"Does not exist record for incoming communication SR object"
with Invalid status that stops listening. This error repeats
itself until the mail is removed from the mailbox on the mail
server and the failed Maximo listener log is removed.

2/10/22 10:51:29:101 PST] 000000fc SystemOut     O 10 Feb 2022
10:51:29:101 [ERROR] [MAXIMOc2] [CID-CRON-1025104] Could not
extract multipart e-mail contents from message object.
java.lang.ClassCastException:
javax.mail.util.SharedByteArrayInputStream incompatible with
java.lang.String
 at psdi.common.emailstner.EmailListnerTask.getMultipartPart(Em
ailListnerTask.java:1921)
 at psdi.common.emailstner.EmailListnerTask.getMultipartPart(Em
ailListnerTask.java:1952)
 at psdi.common.emailstner.EmailListnerTask.getMailData(EmailLi
stnerTask.java:1827)
 at psdi.common.emailstner.EmailListnerTask.readMessagesFromMai
lServer(EmailListnerTask.java:827)
 at psdi.common.emailstner.EmailListnerTask.performTask(EmailLi
stnerTask.java:265)
 at psdi.common.emailstner.EmailListnerCron.cronAction(EmailLis
tnerCron.java:49)
 at psdi.server.CronTaskManager.callCronMethod(CronTaskManager.
java:2519)
 at psdi.server.CronTaskManager.access$1100(CronTaskManager.jav
a:105)
 at psdi.server.CronTaskManager$CronThread.run(CronTaskManager.
java:3429)
 at java.util.concurrent.Executors$RunnableAdapter.call(Executo
rs.java:522)
 at java.util.concurrent.FutureTask.run(FutureTask.java:277)
 at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledF
utureTask.access$201(ScheduledThreadPoolExecutor.java:191)
 at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledF
utureTask.run(ScheduledThreadPoolExecutor.java:304)
 at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoo
lExecutor.java:1160)
 at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPo
olExecutor.java:635)
 at java.lang.Thread.run(Thread.java:811)

PERFORMANCE ISSUE:
No

STEPS TO REPRODUCE:

1- Login server mail;
2- Send an invitation from Server mail to e-mail listener mail;
Note that the invitation was received on mail box but was not
processed on e-mails listener on Maximo UI and the SR
will be not created.
3- Send any other mail from server mail to email listener mail;
Note that the mail was received on email listener mail box but
was not processed on e-mails listener on Maximo UI and the SR
will be not created.
Note: If you delete the invitation from mail box, all other
mails will be processed on e-mails listener on Maximo UI and the
SR will be created.


CURRENT ERRONEOUS RESULT:

The e-mail listener mailbox that contains a calendar for a
meeting produce the error "Does not exist record for incoming
communication SR object" with Invalid status that stops
listening

EXPECTED RESULT:

The e-mail listener mailbox that contains a calendar for a
meeting sould send normally, without errors and

and the email sould not stop listening

ENVIRONMENT (SYSTEM INFO):
Tivoli's process automation engine 7.6.1.2-IFIX20210323-1206
Build 20200715-0100 DB Build V7612-284 HFDB Build HF7612-20,
Entry Edition Content Best Practices for IBM Control Desk
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7540-01,
IBM Endpoint Manager Integration Configuration 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7613-01,
SLA Hold for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7530-01,
Live Chat for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7604-01,
Common process components for IBM Control Desk for Service
Providers 7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build
V7511-00,
Rational Team Concert and Rational ClearQuest Integration for
IBM Control Desk 7.6.1.3349 Build BUILD DB Build V7511-00,
Service Desk Classification Content for IBM Control Desk
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7511-00,
Asset Management for IBM Control Desk for Service Providers
7.6.1.3349 Build 202012140116 DB Build V7511-00,
IBM Endpoint Manager Integration Enablement 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7612-01,
ChatOps Integration for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7612-13,
Survey Management for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7611-02,
Configuration items content for IBM Control Desk 7.6.1.3349
Build ICD-PROD-498-202012140109 DB Build V7511-00,
Release management for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7604-01,
Search for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7610-03,
Common process components content for IBM Control Desk
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7511-00,
OSLC Support for IBM Control Desk 7.6.1.3349 Build 202012140116M
DB Build V750-06,
Change management for IBM Control Desk for Service Providers
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7511-00,
SmartCloud Provisioning and SmartCloud Orchestration Integration
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7511-04,
Service Desk Integration MEA for IBM Control Desk 7.6.1.3349
Build ICD-PROD-498-202012140109 DB Build V7530-00,
Configuration items for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7613-01,
Change management for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7613-03,
Service Desk Best Practice Users for IBM Control Desk 7.6.1.3349
Build ICD-PROD-498-202012140109 DB Build V7511-00,
Service Desk for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7613-01,
Common process components for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7613-03,
Release management content for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7511-00,
Self Service Center for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7611-01,
Configuration management for IBM Control Desk for Service
Providers 7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build
V7511-00,
Problem Management for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7612-01,
Asset Management for IBM Control Desk 7.6.1.3349 Build
202012140116 DB Build V7611-01,
Service Desk for IBM Control Desk for Service Providers
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7511-00,
Advanced Workflow Components for IBM Control Desk 7.6.1.3349
Build ICD-PROD-498-202012140109 DB Build V7611-01,
Instant Messaging for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7530-00,
Release management for IBM Control Desk for Service Providers
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7511-00,
IBM Maximo Asset Management Work Centers 7.6.0.4 Build
20200715-0100 DB Build V7604-119 HFDB Build HF7680-10,
Advanced Edition Content Best Practices for IBM Control Desk
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7511-00,
Incident Management for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7612-02,
Quick Configuration for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7610-02,
IBM Maximo for Service Providers 7.6.3.4 Build 20200803-2349 DB
Build V7634-10,
Computer Telephony Interface for IBM Control Desk 7.6.1.3349
Build ICD-PROD-498-202012140109 DB Build V7503-01,
IoT Connection Utility 7.6.0.3 Build 20200701-1409 DB Build
V7603-32,
Solution for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7613-02,
Instant Messaging Integration for IBM Control Desk 7.6.1.3349
Build ICD-PROD-498-202012140109 DB Build V7200-02,
Service Desk Best Practices Content for IBM Control Desk
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7610-01,
Service Catalog Content for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7610-01,
VNC for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7612-01,
Configuration management content for IBM Control Desk 7.6.1.3349
Build ICD-PROD-498-202012140109 DB Build V7511-00,
Configuration management for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7610-02,
IBM Tpae Integration Framework
7.6.1.2-MIF_7612_IFIX.20210303-1359 Build 20200715-1444 DB Build
V7612-11,
Service Portal for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7613-02,
Service Request Management for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7612-01,
Mobile App for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7613-01,
Service Catalog for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7613-01,
Configuration items for IBM Control Desk for Service Providers
7.6.1.3349 Build ICD-PROD-498-202012140109 DB Build V7511-00,
Data Integration and Context Menu Service Configuration 7.5.0.0
Build 20090911D2 DB Build V7117-07,
IBM Tivoli Integration Composer for IBM Control Desk 7.6.1.3349
Build 202012140116 DB Build V7612-01,
IBM License Metric Tool logger 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7612-01,
Asset Management Best Practices for IBM Control Desk 7.6.1.3349
Build 7.6.1.3349 DB Build V7611-02,
User interface widgets for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7612-02,
IBM Maximo Asset Management 7.6.1.2 Build 20200715-0100 DB Build
V7611-01,
Service Desk Everyplace for IBM Control Desk 7.6.1.3349 Build
ICD-PROD-498-202012140109 DB Build V7510-03

Local fix

  • N/A

Problem summary

  • ****************************************************************
* USERS AFFECTED:                                              *
* Email Listener admins/users                                  *
****************************************************************
* PROBLEM DESCRIPTION:                                         *
* The email listener may stop processing emails after a        *
* calendar invitation is received.                             *
****************************************************************

Problem conclusion

  • The fix for this APAR will be contained in a future release.

Temporary fix

  • 



Comments


    

  • 



APAR Information




    

  • APAR number
    IJ38012
    • 

  • Reported component name
    MAXIMO SYSTEMS
    • 

  • Reported component ID
    5724R46AV
    • 

  • Reported release
    761
    • 

  • Status
    CLOSED  PER
    • 

  • PE
    NoPE
    • 

  • HIPER
    NoHIPER
    • 

  • Special Attention
    NoSpecatt / Xsystem
    • 

  • Submitted date
    2022-02-21
    • 

  • Closed date
    2022-09-20
    • 

  • Last modified date
    2022-09-20
    • 





    

  • APAR is sysrouted FROM one or more of the following:
    

    • 

  • APAR is sysrouted TO one or more of the following:
    

    • 



Fix information


    

  • Fixed component name
    MAXIMO SYSTEMS
    • 

  • Fixed component ID
    5724R46AV
    • 



Applicable component levels


    








      
              
                            

              

              [{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSLKT6","label":"Maximo Asset Management"},"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"761","Line of Business":{"code":"LOB59","label":"Sustainability Software"}}]
              

                          

          
 
        

      

    

      

        

          

            
Document Information


            

            


                        

            Modified date:
            

            21 September 2022
            

            
                      

        


        

        


      

    

  



    

  

  
    
            

          
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