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Email Service Failed. getting PRRUNTIMEException

SA-776

Summary



Email Service is failing sometimes and the case is not processed.


Error Messages



An error occurred while processing your email
Reason: Email service [EmailDefault][Your_Work_Class][CreateStartEmailErrorFlow] failed:PRRuntimeError


Below message is also seen in the logs:


Caused by: com.pega.pegarules.pub.runtime.IndeterminateConditionalException: Failed to find instance Your_Work_Class.StartFaxErrorFlow for non personal RSLH 5004c59f74192a820954e3b9ae0d5f7d Top App Hash PegaRULES!en_US_!PRPC:Administrators!06.03$1fe1d6480adacd09318f1244f457037a of type Rule-Obj-Flow.
at com.pega.pegarules.priv.FUAUtil.activityPreTranIndeterminateConditionalCheck(FUAUtil.java:396)

Steps to Reproduce

  1. Send an Email to mailbox configured in the InboundListener rule.
  2. OutboundListener sends an email back to the user with respective details, like case ID... etc

Root Cause



Email service is going down because of the following exceptions found in the log.
  1. Caused by: java.sql.SQLException: ORA-12899: value too large for column "PYDESCRIPTION" (actual: 302, maximum: 255)
  2.  ERROR EMAIL.InboundEmailListener.Listener InboundCaseCreator - Unexpected javax.mail.MessagingException: Could not connect to SMTP host: smtp.yourHost.com, port: 25, response: 421
  3. WARN  EMAIL.InboundEmailListener.Listener|from([email protected]_Host.com)|<email subject line>|Email|EmailDefault|Your_Work_Class|CreateStartIntake InboundCaseCreator - Requestor with ID:A85E9BBCEE5D7D115D9C4AB961CD82C7C in the pool for service package EmailDefault has a default access group: PRPC:Unauthenticated that does not match service package access group Your_Identifier:Administrators:method
  4. com.pega.pegarules.pub.PRException: Input value list has too few elements


Resolution

  1. Caused by: java.sql.SQLException: ORA-12899: value too large for column "PYDESCRIPTION" (actual: 302, maximum: 255)


            To fix this issue you need to change the type of this column to VARCHAR2(255 CHAR) from VARCHAR2(255 BYTE) after which we can insert 255 characters irrespective of size of the value.


 
2. ERROR EMAIL.InboundEmailListener.Listener InboundCaseCreator - Unexpected javax.mail.MessagingException: Could not connect to SMTP host: smtp.yourHost.com, port: 25, response: 421

                         This is the main error which effects the email listener functionality. This error is because of network issues between your PRPC application server hosting system and the system hosting your email server. 

 
3. WARN  EMAIL.InboundEmailListener.Listener|from([email protected]_Host.com)|<email subject line>|Email|EmailDefault|Your_Work_Class|CreateStartIntake InboundCaseCreator - Requestor with ID:A85E9BBCEE5D7D115D9C4AB961CD82C7C in the pool for service package EmailDefault has a default access group: PRPC:Unauthenticated that does not match service package access group Your_Identifier:Administrators:method

                       This is just a warning but this can be fixed by HFix-7428.

4.  com.pega.pegarules.pub.PRException: Input value list has too few elements.

                         This can be fixed by HFix-9105. 

 

Published September 11, 2015 - Updated October 8, 2020

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