This documentation supports the 21.05 version of Action Request System.
To view an earlier version, select the version from the Product version menu.

Troubleshooting Email Engine

While troubleshooting Email Engine, complete the following tasks:

  • Check the known and corrected issues in Action Request System.
  • Apply the latest hotfix for Email Engine. To download the latest hotfix, see knowledge article  000322967 .

The hotfix patch names for Email Engine start with SE (for Server Email), whereas the hotfix package names for AR System server begin with SR (for Server). The hotfixes for Email Engine and the hotfixes for AR System server are placed together. Make sure that you check the hotfix level of both AR System server and Email Engine. For any questions about hotfixes and applying hotfixes, read through the associated Readme file or contact BMC Support by opening a support ticket. Troubleshooting Email Engine involves many components, such as AR System server, database, workflow, network, and email server.

When an issue occurs while using Email Engine, analyze the cause. To resolve the issues, see the following topics in the Troubleshooting Guide for Email Engine:

Connect with Remedy webinars for Email Engine

You can watch the recordings of the following webinars for Email Engine on BMC Communities:

  • Configuring Email Engine in a Server Group Webinar
  • Troubleshooting Email Engine issues Webinar

Popular knowledge articles for Email Engine

You can read the following popular knowledge articles for Email Engine on BMC Communities:

  • How can I test my Mailbox Configuration outside of the Email Engine?
  • Using telnet to verify connectivity to mail servers (SMTP, POP3, IMAP4, MAPI)
  • How to enable Email Engine Logs in 9.x and above versions (including DEBUG mode)
  • HTM/HTML HREF tags are not working properly when a notify action is used on a custom Filter
  • Email Engine does not process Emails after AR Server Restart
  • ARS 9.x Remedy Services do not start after Java Upgrade (Windows/Linux)
  • Does the Remedy ARS Email engine support TLS (Transport Layer Security)?
  • Approval e-mail is getting rejected showing "The modify key in the incoming modify action email message is invalid. Make sure that the modify key was not modified"
  • "ERROR (623) Authentication failed; Remedy Application Service" in the Email Engine log trying to connect to the AR Server
  • Clarification with Email Engine 'Service Failover' configuration on ARS 9.x

Related topics

How Email Engine enables email-driven business processes

Configuring Email Engine

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