Exchange Connector 3.0 (Hotfix Release) Error - Error Message=The key value of an object cannot be changed.

Question

Hello,
I am running Service Manager 2012 with the Exchange Connector 3.0 RTM (Re-release Version).  The issue I have is that when an e-mail is processed that is trying to update the status or event log of an incident, the Exchange Connector encounters an error
and will not update the object.  The Operations Manager log denotes: 
Exchange Connector: Unable to process mail item. Subject="Close Ticket: [IRXXXXX]", Error Message=The key value of an object cannot be changed.
This will happen on a seemingly random selection of Incident work items.  I cannot correlate them with a specific template, exchange connector, or incident tier queue that could be causing the issue.  I can recreate the way a specific ticket
was created and update it through e-mail without issue, and the next ticket can cause the error to trigger. 
I have already opened a Microsoft Support Case using our Software Assurance agreement.  After a few months of troubleshooting the issue and trying different fixes, Microsoft support said they were unable to fix the problem and that we would need to
purchase Premier support to go further. At this point I thought I would reach out to the community for ideas.
The setup I have for the Exchange connectors is as follows.
I have three separate Exchange connectors set up to three different mailboxes.  One Exchange connector processes external support tickets and applies a specific template.  Another processes client support tickets and applies a different template. 
And the last Exchange connector processes internal tickets and also processes the updates of tickets created by the other two exchange connectors. 
Here are the fixes I've attempted so far:
1.  Changed the templates that each Exchange connector applies.
2.  Changed the management pack that each template is stored in.
3.  Checked my management pack(s) for extended classes by searching for Extension="true" (This was also checked by Microsoft support)
4.  Deleted each Exchange connector and recreated each connector
5.  Deleted each Exchange connector, deleted the management pack, and reinstalled the management pack and connectors
6.  Repeated Step 5, deleted Microsoft.SystemCenter.ExchangeConnector.dll and Microsoft.SystemCenter.ExchangeConnector.resources.dll and then installed the Exchange connector Re-release version 3.0 Published 10/7/2013 (which is supposed to address this
issue)
7.  Deleted the HealthServiceState folder and restarted the Management Service
I'm not really sure what to do at this point.  I've put many hours into customizing my installation to get it working for my organization so reformatting and starting from scratch would be a nightmare scenario.  This environment is in production.
I do have a band-aid in place using Orchestrator.  Basically I have a monitor task searching for the error message and when it finds one it searches the mailbox for the offending e-mail and applies either the Resolve or Close status change that is requested
from the user.  However, I do not have it working to update the ticket if a comment is applied to the incident.  If anyone is in this position and needs to know how to apply this Orchestrator task I am willing to provide my workflow.
I am new to the community and am already impressed with the amount of help and effort there is in this forum.  I appreciate in advance any help that is provided and am open to any ideas at this point.  I can post more information as needed.
Thank you,
John

Answer 1

Yes that is the whole template.  However, I did confirm that this is only happening to incidents where either of two situations triggers a runbook to fire and modify the incident.  When I remove the activity from the incident it does clear the
issue.  For some background the first Runbook Activity set's the first response date when an incident is resolved if the first response value is null.  The second assigns the incident to a user upon creation if the title contains assignto:username;
1.)
<ObjectTemplate ID="Template.d33b5bbcaf3c49b18d8b72bc1e5e1ee4" TypeID="IncidentManagement!System.WorkItem.Incident.ProjectionType">
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident']/Escalated$">False</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident']/NeedsKnowledgeArticle$">False</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident']/HasCreatedKnowledgeArticle$">False</Property>
<Object Path="$Context/Path[Relationship='CustomSystem_WorkItem_Activity_Library!System.WorkItemContainsActivity' TypeConstraint='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity']$">
<Property Path="$Context/Property[Type='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity.Base']/RunbookId$">4085f0da-ab83-48e5-bbe3-1f3b5fa2dc4a</Property>
<Property Path="$Context/Property[Type='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity.Base']/TemplateId$">Template.d33b5bbcaf3c49b18d8b72bc1e5e1ee4</Property>
<Property Path="$Context/Property[Type='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity.Base']/IsReadyForAutomation$">True</Property>
<Property Path="$Context/Property[Type='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity.Base']/PropertyMapping$">&lt;?xml version="1.0" encoding="utf-16"?&gt;
&lt;ParameterMapping xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"&gt;
&lt;ParameterList&gt;
&lt;RunbookParameterItem&gt;
&lt;Name&gt;Get RA Guid&lt;/Name&gt;
&lt;Id&gt;344b15effc1a44528e517c5b4227179c&lt;/Id&gt;
&lt;Type&gt;String&lt;/Type&gt;
&lt;Value&gt;Generic::Id&lt;/Value&gt;
&lt;Direction&gt;In&lt;/Direction&gt;
&lt;ContextInfo /&gt;
&lt;/RunbookParameterItem&gt;
&lt;/ParameterList&gt;
&lt;RunbookId&gt;4085f0da-ab83-48e5-bbe3-1f3b5fa2dc4a&lt;/RunbookId&gt;
&lt;/ParameterMapping&gt;</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/ChildId$">1906</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Status$">$MPElement[Name='CustomSystem_WorkItem_Activity_Library!ActivityStatusEnum.Active']$</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Skip$">False</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Title$">Set First Response on Resolve</Property>
</Object>
</ObjectTemplate>
2.)
<ObjectTemplate ID="Template.b311e1f9126e4e19bbbbeb65ddb220ba" TypeID="IncidentManagement!System.WorkItem.Incident.ProjectionType">
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident']/Escalated$">False</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident']/Status$">$MPElement[Name='CustomSystem_WorkItem_Incident_Library!IncidentStatusEnum.Active']$</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident']/NeedsKnowledgeArticle$">False</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Incident_Library!System.WorkItem.Incident']/HasCreatedKnowledgeArticle$">False</Property>
<Object Path="$Context/Path[Relationship='CustomSystem_WorkItem_Activity_Library!System.WorkItemContainsActivity' TypeConstraint='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity']$">
<Property Path="$Context/Property[Type='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity.Base']/RunbookId$">ca88b13b-861a-4d39-a3cb-fd912d951e35</Property>
<Property Path="$Context/Property[Type='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity.Base']/TemplateId$">Template.b311e1f9126e4e19bbbbeb65ddb220ba</Property>
<Property Path="$Context/Property[Type='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity.Base']/IsReadyForAutomation$">True</Property>
<Property Path="$Context/Property[Type='CustomMicrosoft_SystemCenter_Orchestrator!Microsoft.SystemCenter.Orchestrator.RunbookAutomationActivity.Base']/PropertyMapping$">&lt;?xml version="1.0" encoding="utf-16"?&gt;
&lt;ParameterMapping xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"&gt;
&lt;ParameterList&gt;
&lt;RunbookParameterItem&gt;
&lt;Name&gt;RA Activity GUID&lt;/Name&gt;
&lt;Id&gt;5677d117a0294a2c898a695032f26c72&lt;/Id&gt;
&lt;Type&gt;String&lt;/Type&gt;
&lt;Value&gt;Generic::Id&lt;/Value&gt;
&lt;Direction&gt;In&lt;/Direction&gt;
&lt;ContextInfo /&gt;
&lt;/RunbookParameterItem&gt;
&lt;/ParameterList&gt;
&lt;RunbookId&gt;ca88b13b-861a-4d39-a3cb-fd912d951e35&lt;/RunbookId&gt;
&lt;/ParameterMapping&gt;</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/ChildId$">1120</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Status$">$MPElement[Name='CustomSystem_WorkItem_Activity_Library!ActivityStatusEnum.Active']$</Property>
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Skip$">False</Property>
<Property Path="$Context/Property[Type='WorkItem!System.WorkItem']/Title$">Execute Orchestrator IR - Autoassign</Property>
</Object>
</ObjectTemplate>