Email2Case - so close...

Hi all,

I have set up Email2Case and the service starts correctly, logs in, says it processes 3 messages in the folder BUT nothing actually happens - no cases are created, the emails are not moved from the "inbox" to the "processed" folders nor do I get an message in the "Error" folder.

The service then waits for the timer to elapse, and then shutsdown as opposed to cycling again eg as per log extract below (full log further down).

2006-03-07 17:35:34,269 4025 [Thread-1] INFO com.sforce.mail.GenericClient - processing 3 messages
2006-03-07 17:35:35,221 4977 [Thread-1] INFO com.sforce.mail.GenericClient - Shutting down service next cycle...
2006-03-07 17:37:33,210 122966 [Thread-1] INFO com.sforce.mail.EmailService - Shutting down service...
2006-03-07 17:37:33,210 122966 [Thread-1] INFO com.sforce.mail.EmailService - Service: RBIRPLEX01

Any assistance in getting this working gratefully appreciated!

cheers,

Steve

********* SalesForceAgent logfile *******

2006-03-07 17:35:30,244 0    [main] INFO com.sforce.SalesforceAgent - Starting EmailToCase Agent v1.05.02
2006-03-07 17:35:30,244 0    [main] INFO com.sforce.SalesforceAgent - ============================================================================
2006-03-07 17:35:30,244 0    [main] INFO com.sforce.SalesforceAgent -              J A V A    S Y S T E M   P R O P E R T I E S
2006-03-07 17:35:30,244 0    [main] INFO com.sforce.SalesforceAgent - ============================================================================
2006-03-07 17:35:30,244 0    [main] INFO com.sforce.SalesforceAgent - java.runtime.name= Java(TM) 2 Runtime Environment, Standard Edition
2006-03-07 17:35:30,244 0    [main] INFO com.sforce.SalesforceAgent - sun.boot.library.path= C:\Program Files\Java\j2re1.4.2_11\bin
2006-03-07 17:35:30,244 0    [main] INFO com.sforce.SalesforceAgent - java.vm.version= 1.4.2_11-b06
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.vm.vendor= Sun Microsystems Inc.
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.vendor.url= http://java.sun.com/
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - path.separator= ;
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.vm.name= Java HotSpot(TM) Client VM
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - file.encoding.pkg= sun.io
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - user.country= GB
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - sun.os.patch.level= Service Pack 2
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.vm.specification.name= Java Virtual Machine Specification
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - user.dir= C:\EmailAgent60
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.runtime.version= 1.4.2_11-b06
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.awt.graphicsenv= sun.awt.Win32GraphicsEnvironment
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.endorsed.dirs= C:\Program Files\Java\j2re1.4.2_11\lib\endorsed
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - os.arch= x86
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.io.tmpdir= C:\DOCUME~1\STEPHE~1\LOCALS~1\Temp\
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - line.separator=

2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.vm.specification.vendor= Sun Microsystems Inc.
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - user.variant=
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - os.name= Windows XP
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - sun.java2d.fontpath=
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.library.path= C:\WINDOWS\system32;.;C:\WINDOWS\system32;C:\WINDOWS;C:\WINDOWS\system32;C:\WINDOWS;C:\WINDOWS\System32\Wbem
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.specification.name= Java Platform API Specification
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.class.version= 48.0
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.util.prefs.PreferencesFactory= java.util.prefs.WindowsPreferencesFactory
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - os.version= 5.1
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - user.home= C:\Documents and Settings\Myuserid

2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - user.timezone= Europe/London
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.awt.printerjob= sun.awt.windows.WPrinterJob
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - file.encoding= Cp1252
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.specification.version= 1.4
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.class.path= Email2Case.jar
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - user.name= MyUserID
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.vm.specification.version= 1.0
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.home= C:\Program Files\Java\j2re1.4.2_11
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - sun.arch.data.model= 32
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - user.language= en
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.specification.vendor= Sun Microsystems Inc.
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - awt.toolkit= sun.awt.windows.WToolkit
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.vm.info= mixed mode
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.version= 1.4.2_11
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.ext.dirs= C:\Program Files\Java\j2re1.4.2_11\lib\ext
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - sun.boot.class.path= C:\Program Files\Java\j2re1.4.2_11\lib\rt.jar;C:\Program Files\Java\j2re1.4.2_11\lib\i18n.jar;C:\Program Files\Java\j2re1.4.2_11\lib\sunrsasign.jar;C:\Program Files\Java\j2re1.4.2_11\lib\jsse.jar;C:\Program Files\Java\j2re1.4.2_11\lib\jce.jar;C:\Program Files\Java\j2re1.4.2_11\lib\charsets.jar;C:\Program Files\Java\j2re1.4.2_11\classes
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.vendor= Sun Microsystems Inc.
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - file.separator= \
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - java.vendor.url.bug= http://java.sun.com/cgi-bin/bugreport.cgi
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - sun.io.unicode.encoding= UnicodeLittle
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - sun.cpu.endian= little
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - sun.cpu.isalist= pentium i486 i386
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - ============================================================================
2006-03-07 17:35:30,254 10   [main] INFO com.sforce.SalesforceAgent - Parsing config file: sfdcConfig.txt
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.SalesforceAgent - Config successfully parsed
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - ============================================================================
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo -             C O N F I G U R A T I O N   P R O P E R T I E S
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - ============================================================================
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - file: sfdcConfig.txt
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - sfdcLogin:password:********
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - sfdcLogin:userName:stephen.thair-at-totaljobsgroup.com
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - sfdcLogin:timeout:4
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - sfdcLogin:loginRefresh:30
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - sfdcLogin:url:https://eu0-api.salesforce.com/services/Soap/u/6.0
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - services:com.sforce.mail.EmailService:C:\\EmailAgent60\\email2case.txt
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - notify:password:********
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - notify:service:com.sforce.mail.SMTPNotification
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - notify:user:user
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - notify:notifyEmail:ops-support@totaljobsgroup.com
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - notify:host:193.128.115.60
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - notify:from:CaseMail@totaljobsgroup.com
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.config.ConfigInfo - ============================================================================
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.SalesforceAgent - Loading configuration file sfdcConfig.txt
2006-03-07 17:35:30,484 240 [main] INFO com.sforce.SalesforceAgent - Parsing config file: C:\\EmailAgent60\\email2case.txt
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.SalesforceAgent - Config successfully parsed
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - ============================================================================
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo -             C O N F I G U R A T I O N   P R O P E R T I E S
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - ============================================================================
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - file: C:\\EmailAgent60\\email2case.txt
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - server1:password:********
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - server1:userName:MyUserID

2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - server1:protocol:imap
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - server1:errorbox:ErrorMail
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - server1:readbox:SentCase
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - server1:inbox:CaseMail
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - server1:url:Server01
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - server1:interval:2
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.config.ConfigInfo - ============================================================================
2006-03-07 17:35:30,504 260 [main] INFO com.sforce.SalesforceAgent - Attempting to start service com.sforce.mail.EmailService with configuration file C:\\EmailAgent60\\email2case.txt
2006-03-07 17:35:33,198 2954 [main] DEBUG org.apache.axis.TIME - axis.Call.invoke: 1482 {urn:partner.soap.sforce.com}login
2006-03-07 17:35:33,198 2954 [main] INFO com.sforce.mail.GenericClient - LoginURL: https://eu0-api.salesforce.com/services/Soap/u/6.0
2006-03-07 17:35:33,198 2954 [main] INFO com.sforce.mail.GenericClient - Agent will connect to: https://eu0-api.salesforce.com/services/Soap/u/6.0
2006-03-07 17:35:33,208 2964 [main] INFO com.sforce.mail.EmailService - Scheduling poll process against RBIRPLEX01
2006-03-07 17:35:33,208 2964 [main] INFO com.sforce.mail.EmailService -    Port    : default
2006-03-07 17:35:33,208 2964 [main] INFO com.sforce.mail.EmailService -    UserID : MyUserID
2006-03-07 17:35:33,208 2964 [main] INFO com.sforce.mail.EmailService -    Password:
2006-03-07 17:35:33,208 2964 [main] INFO com.sforce.mail.EmailService -    Interval: 2 minute(s)
2006-03-07 17:35:33,208 2964 [main] INFO com.sforce.mail.EmailService -    InBox   : CaseMail
2006-03-07 17:35:33,208 2964 [main] INFO com.sforce.mail.EmailService -    ReadBox : SentCase
2006-03-07 17:35:33,208 2964 [main] INFO com.sforce.mail.EmailService -    ErrorBox: ErrorMail
2006-03-07 17:35:33,208 2964 [main] INFO com.sforce.SalesforceAgent - Service RBIRPLEX01:0:MyUSerID:CaseMail successfully registered
2006-03-07 17:35:33,228 2984 [main] INFO com.sforce.SalesforceAgent - com.sforce.mail.EmailService loaded as a timer service.
2006-03-07 17:35:34,269 4025 [Thread-1] INFO com.sforce.mail.GenericClient -    processing 3 messages
2006-03-07 17:35:35,221 4977 [Thread-1] INFO com.sforce.mail.GenericClient - Shutting down service next cycle...
2006-03-07 17:37:33,210 122966 [Thread-1] INFO com.sforce.mail.EmailService - Shutting down service...
2006-03-07 17:37:33,210 122966 [Thread-1] INFO com.sforce.mail.EmailService - Service: RBIRPLEX01
   User: MyUserID
   Parent: com.sforce.mail.ImapClient@190ef12
2006-03-07 17:37:33,210 122966 [Thread-1] INFO com.sforce.SalesforceAgent - Service RBIRPLEX01:0:MyUserID:CaseMail successfully de-registered

March 7, 2006
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ChrisS_SFDC

Hi AussieSteve - Make sure you have Email To Case enabled for you organization by go to Customize / Case / Email To Case and checking the Email To Case enabled checkbox. I'm 99% sure the agent is shutting itself down because Email To Case isn't enabled for your organization.

Chris

March 7, 2006
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AussieSteve

Hello Chris - you were 100% right, of course!

I have enabled this now but unfortunately I get a NULL POINTER exception now...

Any ideas? Does this assume a non-customised Case template?

cheers,

Steve

******************************************************************************************

2006-03-08 14:21:27,618 [Thread-1] ERROR java.lang.NullPointerException

AxisFault

faultCode: {http://schemas.xmlsoap.org/soap/envelope/}Server

faultSubcode:

faultString: java.lang.NullPointerException

faultActor:

faultNode:

faultDetail:

        {http://xml.apache.org/axis/}stackTrace: AxisFault

faultCode: {http://schemas.xmlsoap.org/soap/envelope/}Server

faultSubcode:

faultString: java.lang.NullPointerException

faultActor:

faultNode:

faultDetail:

java.lang.NullPointerException

        at org.apache.axis.message.SOAPFaultBuilder.createFault(SOAPFaultBuilder.java:260)

        at org.apache.axis.message.SOAPFaultBuilder.endElement(SOAPFaultBuilder.java:169)

        at org.apache.axis.encoding.DeserializationContextImpl.endElement(DeserializationContextImpl.java:1015)

        at org.apache.xerces.parsers.AbstractSAXParser.endElement(Unknown Source)

        at org.apache.xerces.impl.XMLNSDocumentScannerImpl.scanEndElement(Unknown Source)

        at org.apache.xerces.impl.XMLDocumentFragmentScannerImpl$FragmentContentDispatcher.dispatch(Unknown Source)

        at org.apache.xerces.impl.XMLDocumentFragmentScannerImpl.scanDocument(Unknown Source)

        at org.apache.xerces.parsers.XML11Configuration.parse(Unknown Source)

        at org.apache.xerces.parsers.DTDConfiguration.parse(Unknown Source)

        at org.apache.xerces.parsers.XMLParser.parse(Unknown Source)

        at org.apache.xerces.parsers.AbstractSAXParser.parse(Unknown Source)

        at javax.xml.parsers.SAXParser.parse(Unknown Source)

        at org.apache.axis.encoding.DeserializationContextImpl.parse(DeserializationContextImpl.java:242)

        at org.apache.axis.SOAPPart.getAsSOAPEnvelope(SOAPPart.java:538)

        at org.apache.axis.Message.getSOAPEnvelope(Message.java:376)

        at org.apache.axis.client.Call.invokeEngine(Call.java:2583)

        at org.apache.axis.client.Call.invoke(Call.java:2553)

        at org.apache.axis.client.Call.invoke(Call.java:2248)

        at org.apache.axis.client.Call.invoke(Call.java:2171)

        at org.apache.axis.client.Call.invoke(Call.java:1691)

        at com.sforce.soap.partner.SoapBindingStub.handleEmailMessage(SoapBindingStub.java:1810)

        at com.sforce.mail.GenericClient.handleMessage(Unknown Source)

        at com.sforce.mail.GenericClient.receive(Unknown Source)

        at com.sforce.mail.EmailService$EmailWorker.run(Unknown Source)

        at java.util.TimerThread.mainLoop(Unknown Source)

        at java.util.TimerThread.run(Unknown Source)

java.lang.NullPointerException

        at org.apache.axis.message.SOAPFaultBuilder.createFault(SOAPFaultBuilder.java:260)

        at org.apache.axis.message.SOAPFaultBuilder.endElement(SOAPFaultBuilder.java:169)

        at org.apache.axis.encoding.DeserializationContextImpl.endElement(DeserializationContextImpl.java:1015)

        at org.apache.xerces.parsers.AbstractSAXParser.endElement(Unknown Source)

        at org.apache.xerces.impl.XMLNSDocumentScannerImpl.scanEndElement(Unknown Source)

        at org.apache.xerces.impl.XMLDocumentFragmentScannerImpl$FragmentContentDispatcher.dispatch(Unknown Source)

        at org.apache.xerces.impl.XMLDocumentFragmentScannerImpl.scanDocument(Unknown Source)

        at org.apache.xerces.parsers.XML11Configuration.parse(Unknown Source)

        at org.apache.xerces.parsers.DTDConfiguration.parse(Unknown Source)

        at org.apache.xerces.parsers.XMLParser.parse(Unknown Source)

        at org.apache.xerces.parsers.AbstractSAXParser.parse(Unknown Source)

        at javax.xml.parsers.SAXParser.parse(Unknown Source)

        at org.apache.axis.encoding.DeserializationContextImpl.parse(DeserializationContextImpl.java:242)

        at org.apache.axis.SOAPPart.getAsSOAPEnvelope(SOAPPart.java:538)

        at org.apache.axis.Message.getSOAPEnvelope(Message.java:376)

        at org.apache.axis.client.Call.invokeEngine(Call.java:2583)

        at org.apache.axis.client.Call.invoke(Call.java:2553)

        at org.apache.axis.client.Call.invoke(Call.java:2248)

        at org.apache.axis.client.Call.invoke(Call.java:2171)

        at org.apache.axis.client.Call.invoke(Call.java:1691)

        at com.sforce.soap.partner.SoapBindingStub.handleEmailMessage(SoapBindingStub.java:1810)

        at com.sforce.mail.GenericClient.handleMessage(Unknown Source)

        at com.sforce.mail.GenericClient.receive(Unknown Source)

        at com.sforce.mail.EmailService$EmailWorker.run(Unknown Source)

        at java.util.TimerThread.mainLoop(Unknown Source)

        at java.util.TimerThread.run(Unknown Source

March 8, 2006
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AussieSteve

Hi Chris,

I have changed the Email2Case routing to use a record type of "none" and everything now works correctly.

My guess is that our custom template is missing a "standard field" somewhere along the line which leads to the NULL, but that is just a guess.

Any thoughts?

cheers,

Steve

March 8, 2006
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fifedog
From my experience you're correct in that there is some missing standard field.

However when you say you changed the email2case record type... is that the case record type you're talking about?

June 6, 2006
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fifedog
After getting this set up I'm SO glad you posted what you did, I'm getting the same issue.

June 7, 2006
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fifedog
OK after a little more playing I figured out what was wrong and why this happens, A null exception happens but when you change the Case Record type to None everything works.
The issue is: the user you've set to create the cases does not have the case record type assigned to their profile

To fix:
Go to the users profile you've set under the "Support Settings" and add the Case Record type to their profile.

June 7, 2006
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