000039331 - Email approvals from Outlook desktop result in "reply could not be understood" in RSA Identity Governance & Lifecycle

Document created by RSA Customer Support Employee on Oct 1, 2020Last modified by RSA Customer Support Employee on Nov 11, 2020
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Article Number000039331
Applies ToRSA Product Set: RSA Identity Governance & Lifecycle
RSA Version/Condition: 7.1.1, 7.2.0, 7.2.1
IssueWhen sending an email approval reply from Outlook desktop, IGL is unable to parse the message which results in "reply could not be understood".

aveksaServer.log records error messages similar to the following:

05/01/2020 14:00:27.566 ERROR (ApprovalInboxProcessorServiceProvider) [com.aveksa.server.email.mailboxmonitor.ApprovalInboxProcessorServiceProvider] Failed to send response to user informing them that their reply was not parsable.  Message Details=05/01/2020 14:00:27.566 ERROR (ApprovalInboxProcessorServiceProvider) [com.aveksa.server.email.mailboxmonitor.ApprovalInboxProcessorServiceProvider] Failed to send response to user informing them that their reply was not parsable.  Message Details=FROM: "Smith, John" <JSmith@aveksa.com>REPLY TO: "Smith, John" <JSmith@aveksa.com>TO: =?Windows-1252?Q?GM_=96_Access_Approvals?= <access-approvals@aveksa.com>Subject: RE:Identity & Access - 14798 - Approval Required <AV-22275-REF>SendDate: Fri May 01 13:45:51 UTC 2020\AnsweredCONTENT-TYPE: text/html; charset=Windows-1252---------------------------
java.lang.NullPointerException at com.aveksa.server.email.common.EmailUtils.guessContentType(EmailUtils.java:665) at com.aveksa.server.email.mailboxmonitor.ApprovalInboxProcessorServiceProvider.sendEmailResponse(ApprovalInboxProcessorServiceProvider.java:556) at com.aveksa.server.email.mailboxmonitor.ApprovalInboxProcessorServiceProvider.sendEmailResponse(ApprovalInboxProcessorServiceProvider.java:466) at com.aveksa.server.email.mailboxmonitor.ApprovalInboxProcessorServiceProvider.handleCouldNotParseEmail(ApprovalInboxProcessorServiceProvider.java:740) at com.aveksa.server.email.mailboxmonitor.ApprovalInboxProcessorServiceProvider.emailArrived(ApprovalInboxProcessorServiceProvider.java:1051) at com.aveksa.server.email.mailboxmonitor.MailboxMonitorThread.checkForMail(MailboxMonitorThread.java:186) at com.aveksa.server.email.mailboxmonitor.MailboxMonitorThread.run(MailboxMonitorThread.java:52)

When replying from Outlook Web Access (OWA), the emails are understood and parsed correctly. 

This issue occurs with email replies sent from Microsoft Outlook version 12527.208880 and later.

Outlook email in HTML format separates the Action:Accept verb from the comments by an HTML <BR> tag instead of a new line.

ResolutionThis issue is resolved in the following RSA Identity Governance & Lifecycle patch levels: 
  • RSA Identity Governance & Lifecycle 7.1.1 P11
  • RSA Identity Governance & Lifecycle 7.2.0 P05
  • RSA Identity Governance & Lifecycle 7.2.1 P01