Troubleshooting incoming issues with Email Engine
Remedy Email Engine handles incoming email messages for approvals, ticket creation, and other email integrations. When you don't receive incoming emails via Email Engine, approvals and tickets might not get processed.
To resolve issues with incoming emails, follow the guidelines described in this topic. Alternatively, create a BMC Support case.
You can also use the Email Engine Test Utility to collect diagnostics and troubleshoot incoming issues with the Email Engine. For more information see Helix Support: Solving AR System Email Incoming Issues - Illustrated Example on BMC Communities.
Best Practice
We recommend that you refer to BEST FAQ on AR System Email Engine Issues for resolutions to the most common questions on Email Engine.
Issue symptoms
Email Engine does not create tickets.
The incoming email messages are not populated in the AR System Email Messages form.
- You get an error when you try to submit a ticket via email.
- The incoming email messages show parsing and execution errors.
See also Resolutions for common issues.
Issue scope
One or more users experience the symptoms.
One or more incoming mailboxes experience the symptoms.
- One or more servers are affected in a Server Group environment.
Diagnosing and reporting an issue
Perform the following steps to troubleshoot incoming issues with Email Engine:
Task | Action | Steps | Reference |
---|---|---|---|
1. | Use the Email Engine Test utility to validate the mail server connection parameters that are set in the AR System Email Mailbox Configuration form for the incoming mailbox. | The Email Engine Test utility helps you to validate your Email Engine connectivity to the mail server, independent of the AR System Email Engine.
|
|
2. | Review the additional parameters in the AR System Email Mailbox Configuration form, server group or failover related configurations, and Email Engine specific configurations. | Review the configuration for the incoming mailbox in the AR System Email Mailbox Configuration form. | |
Make sure that the incoming mailbox is enabled. | |||
Make sure that the polling interval is set appropriately. | |||
Check the AR System Server Group Operation Ranking form to make sure that server rankings for service failover are valid. | Setting failover rankings for servers and operations | ||
Check the AR System Service Failover Ranking form to make sure that service failovers are ranked correctly. | |||
| |||
Check if the following component parameter settings are correct in the EmailDaemon.properties file. These settings determine certain behaviors for incoming emails:
| To review all the properties or settings in the EmailDaemon.properties file, see Settings in the EmailDaemon.properties file. | ||
3. | Enable logs. |
|
|
4. | Reproduce the problem or wait for it to occur. |
| |
5. | Disable logs. |
| |
6. | Collect the logs. | Copy the log files to another location and then review them so that they do not get overwritten. The log files might be huge in size depending upon the volume. Collect the Email Engine log including the .bak file, if it exists. The following are the locations for the Email Engine log:
Collect API logs, Filter logs, and SQL logs. | |
7. | Analyze the logs. |
| |
8. | Create a BMC Support case |
|
|
Resolutions for common issues
After you determine a specific symptom or an error message, use the following table to identify the solution:
Symptom | Action | Reference |
---|---|---|
You get the following message in the Email Engine log:
| Use the Email Engine Test utility to test the connection settings. | Email Engine Test utility |
You get the following message in the Email Engine log:
| Reset the Remedy Application Service password for the Email Engine. | Identify and correct an invalid password |
You get the following message in the Email Engine log:
| Use the Email Engine Test utility to test the login credentials. | Email Engine Test utility |
You get the following message in the Email Engine log:
| Validate that the Messaging Application Programming Interface (MAPI) profile was created correctly. | |
You get the following message in the Email Engine log:
| Check the transport setting for MAPI and make sure that the correct class for MAPI can be located. | Fixing MAPI transport problems in Windows |
You get the following message in the Email Engine log or on the related forms: | Review the Connect with Remedy Webinar for Email Engine. | Connect with Remedy - Remedy 9: Configuring Email Engine in a Server Group webinar |
Comments
Log in or register to comment.