The email monitoring in ServiceDesk stops working. All settings in Admin > Data > Application Properties seem correct and have not been changed.
The error "Process: Email Monitor Exception Component:Get List of POP Messages Exception Message: -ERR Error. The system was unable to log <email address> in" occurs in the logs. This is how this will appear in the logs:
Error,Monday, March 14, 2011 11:20:43 AM,Process: Email Monitor Exception Component:Get List of POP Messages Exception Message: -ERR Error. The system was unable to log firstname.lastname@example.org in. Exception Stack Trace: Quiksoft.EasyMail.POP3.POP3AuthenticationException: -ERR Error. The system was unable to log email@example.com in. at Quiksoft.EasyMail.POP3.POP3.Login(String Account, String Password, AuthMode AuthMode) at LogicBase.Components.Pop3.Pop3ListComponent.DoRun(String user, String pwd, String server, Int32 port, Boolean useSSL, IData data) at LogicBase.Components.Pop3.Pop3AbstractComponent.Run(IData data) at LogicBase.Core.ExecutionEngine.MultiPathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.DoRunComp(IOrchestrationComponent comp, IData data, TLExecutionContext context)
The error in the ServiceDesk logs is actually relayed from the Exchange server. ServiceDesk is utilizing the credentials supplied to it to authenticate to the Exchange server, and that authentication is failing.
This should be resolvable by resetting the password for the mailbox account. To test and see if this is indeed the issue, you may use telnet. Here is how:
1. Open a command window and type in the following and press Enter:
telnet mail.server 110
Note: Replace mail.server with the name of your Exchange server, and 110 with the port you use (110 is default for non-SSL POP3).
It should respond with:
Trying ???.???.???.???... Connected to mail.domain.ext. Escape character is '^]'. +OK ready
2. Type in the following and press Enter:
It should reply with:
+OK Password required for userName.
3. Type in the following and press Enter:
It should respond with something similar to this:
+OK userName has 0 messages
If you received failure for any of the above steps, this is an authentication issue. You will need to have the password reset for the account.
Imported Document ID: TECH155540
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