3641198 - application errors during inbound monitoring and reprocessing failures in sap service cloud version 2

• Application errors occur during inbound monitoring in SAP Service Cloud Version 2.
• Attempts to reprocess messages fail.
  • Error logged: "javax.mail.internet.AddressException: Domain contains illegal character at javax.mail.internet.InternetAddress.checkAddress".
  • Emails from the same domain process correctly, but emails from specific senders fail.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0 

1. Navigate to Settings -> Inbound Monitoring.
2. Search for affected email.
3. Try reprocessing

• The email's "To" header contains addresses that do not conform to RFC 5322 – Internet Message Format standards.
• Specifically, the email addresses are quoted, which is not valid as per the specification.
• This invalid format prevents the MIME from being processed, resulting in the error.

1. Validate the "To" header in affected emails
   • Inspect the Message MIME and verify the To header for quoted or non-conforming email formats.
2. Inform the sender to correct the email format
   • Clearly explain that addresses in the To header must follow RFC 5322 standards.
   • Quoting the address incorrectly (e.g., "'John, Doe'" <'John.doe@test.com'>) is invalid and leads to processing failures.
   • Reprocessing these messages without format correction will continue to fail.

Example of valid formats

• John.Doe@test.com
• "John Doe" <John.Doe@test.com>

Example of invalid formats

• "'John, Doe'" <'John.Doe@test.com'> (extra quotes and improper use of angle brackets)
• 'John.Doe@test.com' (quoted address)
• <John.Doe@test.com> (missing display name or improperly placed angle brackets)

Key rules from RFC 5322

• The email address itself must not be enclosed in quotes.
• Angle brackets (< >) should only enclose a valid email address when accompanied by a display name.
• If a display name contains a comma or special character, it must be quoted—but the email address inside angle brackets must not be quoted.

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