Possible Queries:


1. I am unable to send an Outbound email and I am receiving the "Sending Email failed due to app : Cannot read property errors of undefined" error message. Can you help me fix this?



2. I am unable to send a reply in a ticket and I am receiving the "Sending Email failed due to app : Cannot read property errors of undefined" message. How to fix this?



Resolution Path:


1. If a customer is unable to send an outbound email and if they are receiving the "Sending Email failed due to app : Cannot read property errors of undefined" error message, you can follow the below troubleshooting steps:


  • Suggest the customer check once in incognito mode or a different browser and check if that helps.
  • Confirm with the customer if the issue is specific to an agent or for all agents. 
  • If the issue persists, we can suggest the customer fetch the HAR file when performing the action to narrow down the logs. You can share this link with the customer that includes the steps involved in fetching the HAR file.
  • Once you get the HAR file, open it using any online HAR viewer tool (Example: https://toolbox.googleapps.com/apps/har_analyzer/) and look for any error events.
  • Once you get the error event, expand it to get the X-Request ID.
  • Copy it and navigate to the POD-specific Haystack application and search using the X-Request ID for the specified time frame.
  • Look for recent tickets and if it requires a script execution or Dev assistance, raise an L2 ticket by adding the details you have observed for further investigation.

If the customer has added more than 48 email addresses in both CC and BCC section, they might receive this error as we have a limit to add only 48 CC+BCC email addresses. Hence,we can suggest the customer remove the recipients to fall below the limit so that they can send the email.



2. If a customer mentions that they are unable to send a reply in a ticket and they are receiving the "Sending Email failed due to app : Cannot read property errors of undefined" error message, you can follow the below troubleshooting steps:


  • Suggest the customer check once in incognito mode or a different browser and check if that helps.
  • Confirm with the customer if the issue is specific to an agent or for all agents. 
  • If the issue persists, we can suggest the customer fetch the HAR file when performing the action to narrow down the logs. You can share this link with the customer that includes the steps involved in fetching the HAR file.
  • Once you get the HAR file, open it using any online HAR viewer tool (Example: https://toolbox.googleapps.com/apps/har_analyzer/) and look for any error events.
  • Once you get the error event, expand it to get the X-Request ID.
  • Copy it and navigate to the POD-specific Haystack application and search using the X-Request ID for the specified time frame.
  • Look for recent tickets and if it requires a script execution or Dev assistance, raise an L2 ticket by adding the details you have observed for further investigation.


However, in the logs, if you find the below message, then the issue could have occurred because the backend note ID for the latest private note added to the ticket seems smaller than the backend ID of the last public note on the ticket. Ideally, the backend SQL should have auto-generated a higher number as the timeline of note addition was different. because of this, the 'Traffic Cop' feature prevented agent replies. 


"[5d84eb8e-a534-4007-8cc5-aa6f3723d009] [Rails3] API V2 Error Response : [{"code"=>:traffic_cop_alert, "field"=>:conversation, "nested_field"=>nil, "additional_info"=>nil, "http_code"=>400, "message"=>"Ticket has been updated with new conversations"}] "


To fix this, the customer can either delete the latest private note added or we can disable/re-enable the Traffic cop from our end.