Java.lang.ArrayIndexOutOfBoundsException When Opening Inbound/Outbound Emails From Service request Form

(Doc ID 2276725.1)

Last updated on JUNE 16, 2017

Applies to:

Oracle Email Center - Version 12.2.5 and later
Information in this document applies to any platform.


On : 12.2.5 version, Integration

When attempting to open Inbound or outbound emails that are assigned to a Service request,
the following error occurs.

java.lang.ArrayIndexOutOfBoundsException: 1
at oracle.apps.iem.solo.mail.BasicMessage.processCidValue4Length(
at oracle.apps.iem.solo.mail.BasicMessage.retrieveText(
at oracle.apps.iem.solo.mail.BasicMessage.retrievePart(
at oracle.apps.iem.solo.mail.BasicMessage.retrieveMultiPart(
at oracle.apps.iem.solo.mail.BasicMessage.retrieveMessageContent(
at oracle.apps.iem.solo.mail.BasicMessage.(
at oracle.apps.iem.solo.agent.AgentSession.viewSearchedMail(
at _pages.__iemsa_msgsearchpreview._jspService(
at weblogic.servlet.jsp.JspBase.service(
at weblogic.servlet.internal.StubSecurityHelper$
at weblogic.servlet.internal.StubSecurityHelper.invokeServlet(
at weblogic.servlet.internal.ServletStubImpl.execute(
at weblogic.servlet.internal.TailFilter.doFilter(
at weblogic.servlet.internal.FilterChainImpl.doFilter(
at oracle.apps.jtf.cabo.interceptor.JTFWrapperFilter.doFilter(
at weblogic.servlet.internal.FilterChainImpl.doFilter(
at weblogic.servlet.internal.RequestDispatcherImpl.invokeServlet(
at weblogic.servlet.internal.RequestDispatcherImpl.forward(
at weblogic.servlet.jsp.PageContextImpl.forward(
at _pages.__iemsa_ihpreviewaction._jspService(
at weblogic.servlet.jsp.JspBase.service(

The issue can be reproduced at will with the following steps:
1. Navigate to (R) Service -> Service Request -> Create Service Request.
2. Query the incident number
3. Click on Interaction tab.
4. Try to open the first interaction for media 'INBOUNDEMAIL' and 'OUTBOUNDEMAIL'. It opened the email sucessfully.
5. Then when trying to open the second interaction for media 'INBOUNDEMAIL' and 'OUTBOUNDEMAIL', the mentioned error occurs.




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