Tools

Email processing error in WHD

This article addresses an issue that stops WHD from processing email into tickets. This article may help when e-mails are stuck in the Inbox and are not being processed to create tickets.

First published date

11/8/2018 3:57 PM

Last published date

12/21/2022 3:05 PM

Overview

WHD stops processing email into tickets. A message with the error message can be seen in the Messages tab:

Error processing mailbox messages: can't parse response, probably wrong folder

Product section

Web Help Desk

Cause

The oldest email in the mailbox may be corrupt, preventing WHD from parsing it

Resolution

Stop and start Web Help Desk .
Log in to the mailbox WHD is monitoring.
Move the oldest email out of the INBOX folder to a different folder.
Start WHD

The remaining email should start getting processed. Wait until the the mailbox is empty before you attempt to move the email removed earlier back into the INBOX folder. If it doesn't get processed, remove it permanently. The email may have been corrupted in transit.

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