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Cisco Bug: CSCvi04750 - Single IMAP connection per mailbox leading to domino effect on email failures

Last Modified

Jul 02, 2019

Products (1)

  • Cisco SocialMiner

Known Affected Releases

11.6(1)

Description (partial)

Symptom:
There is a delay of more than 120 seconds in retrieving the email body.Example:

13:51:02.837 -0600: %CCBU_________CCPAPI-6-REST_API_INFO:  pool-216-thread-15: EmailFeedConnection: DURATION getEmailContent: 8B71C49A100001610000124045C47F46 : 289700 ms

[product_name=CCP][subsystem_exception_info=][tid=http-bio-80-exec-141][version_number=CCP_11_6_1_0_0_0_44]: Information associated with the following logged exception 
0000004904: 69.196.127.70: Feb 12 2018 15:48:34.935 -0600: %CCBU_INFRASTRUCTURE-3-REST_API_INTERNAL_SERVER_ERROR: %[exception=com.cisco.ccbu.api.jaxb.error.ApiException: get_email: Cannot find email body for uid 85244]: There was an uncaught and unrecognized exception thrown by the REST API 
0000004905: 69.196.127.70: Feb 12 2018 15:48:34.936 -0600: %CCBU_INFRASTRUCTURE-3-EXCEPTION_INFO: %[build_date=Aug 04, 2017 10:30 AM][build_type=rel][exception=com.cisco.ccbu.api.jaxb.error.ApiException: get_email: Cannot find email body for uid 85244

[product_name=CCP][subsystem_exception_info=][tid=http-bio-80-exec-141][version_number=CCP_11_6_1_0_0_0_44]: Information associated with the following logged exception 
0000475261: 69.196.127.70: Feb 12 2018 15:48:59.858 -0600: %CCBU_________CCPAPI-3-REST_API_EXCEPTION: %[exception=java.util.concurrent.ExecutionException: com.cisco.ccbu.ccp.api.reply.email.errors.EmailNotFoundException][message_string=reply/email/8B71C49A100001610000124045C47F46/getemailbody/17216]: The REST API has caught an exception 
0000475262: 69.196.127.70: Feb 12 2018 15:48:59.862 -0600: %CCBU_________CCPAPI-3-EXCEPTION_INFO: %[build_date=Aug 04, 2017 10:30 AM][build_type=rel][exception=java.util.concurrent.ExecutionException: com.cisco.ccbu.ccp.api.reply.email.errors.EmailNotFoundException


//Message on the finesse desktop:

MultiSessionGadget :  EmailRT scId [8B71C49A100001610000124045C47F46] :: Operation: get_email Error: email_timeout processing email with subject '

Conditions:
Since social miner uses single connection per mailbox(essentially per csq), email content fetching happens sequentially. And for some reason(such as abnormally large attachment etc), a delay gets induced in fetching mail, or worse connection gets corrupted due to some runtime error, the delay would be propagated to subsequent emails in pipeline, thereby leading to "timeout error" in MS gadgets of agents. Although the failure to fetch the first email may be due to variety of reasons, it is undesirable to have the original error to have an adverse influence of rest of emails of mailbox.
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