Email daemon is down in Web Help Desk and it is not processing emails

11/8/2018 3:55 PM

1/30/2025 5:33 PM

Email conversion into a ticket or ticket update is not working or is crashing. When it crashes and stops working, the helpdesk messaging system populates with a message stating that the email daemon is not running and directs the user to FAQ 103. Web Help Desk emails are stucked or just sitting on the mailbox.

Web Help Desk

It could be caused by one of reasons:

1) Ticket loops are found in the database
2) Corrupted email in the mailbox of one of the incoming email account
3) There is an email with a huge attachment and it is causing the mail daemon to crash
4) There is an email looping in the maibox. The incoming email is Cc'd on the ticket
5) There may be some auto-submitted emails that are overwhelming the mail daemon

1) Check for ticket loops in the database.

1. Check if the system is configured with enough Java Virtual Machine (JVM) memory by going to Setup > General > System Information and checking if memory usage is over 90%. For more information about setting up the appropriate JVM for your Web Help Desk system, see Increase the Java Virtual Machine (JVM) memory.
   Note: If you are running a multi-tier or multiple instance setup, check the Web Help Desk instance, with daemon set to either dedicated or background.
2. Check for ticket looping.

   1. Run the following script in the database to list all tickets that are stuck in infinite loop: 

      SELECT F.JOB_TICKET_ID AS FIRST_TICKET_ID,F.MERGED_PARENT_TICKET_ID AS FIRST_TICKET_PARENT_ID,
      S.JOB_TICKET_ID AS SECOND_TICKET_ID, S.MERGED_PARENT_TICKET_ID AS SECOND_PARENT_ID,
      HE.ENTRY_TEXT, HE.ENTRY_DATE FROM job_ticket as F
      JOIN JOB_TICKET as S ON S.MERGED_PARENT_TICKET_ID=F.JOB_TICKET_ID AND F.MERGED_PARENT_TICKET_ID = S.JOB_TICKET_ID
      JOIN HISTORY_ENTRY AS HE on F.JOB_TICKET_ID = HE.JOB_TICKET_ID
      WHERE HE.ENTRY_TEXT LIKE 'Merged in%' ORDER BY HE.ENTRY_DATE DESC

      If there is a parent ticket ID, this can also be examined in the database by running the following query: 

      SELECT MERGED_PARENT_TICKET_ID FROM JOB_TICKET WHERE JOB_TICKET_ID = <Put Parent Ticket ID here>

      This will return the parent ticket ID.

   2. Once you identify the proper parent ticket, run the following query to break the loop behavior: 

      UPDATE JOB_TICKET SET MERGED_PARENT_TICKET_ID = NULL WHERE JOB_TICKET_ID = <parentID>

2) Check the oldest email or an email with a huge attachment in the Inbox of incoming email account and move it to a temporary folder.

3) Restart Web Help Desk to restart the mail daemon.

4) Check for looping email. 
5) Disable Allow Auto-submitted E-mail  if this is not used. Investigate also where these auto-submitted emails if they are valid or not. There could be some mis-configuration in mail system that is causing it.