Troubleshooting outgoing issues with Email Engine
Email Engine processes various outgoing email messages and notification emails, such as initial email notifications, response emails to reply with results or verification for approvals, ticket creation, and other email integrations. When the Email Engine does not process outgoing emails, you might not get the expected response emails to confirm the results of ticket creation or updates to tickets and to know the approval status.
To resolve issues with outgoing emails, follow the guidelines described in this topic. Alternatively, create a BMC Support case.
Issue symptoms
A large number of outgoing email messages are waiting to be sent.
End users do not receive email notifications.
See also Resolutions for common issues.
Issue scope
One or more users experience the symptoms.
One or more outgoing mailboxes do not process emails.
Diagnosing and reporting an issue
Perform the following steps to troubleshoot outgoing issues with
Email Engine
:
Task | Action | Steps | Reference |
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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 outgoing 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 .
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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 outgoing mailbox in the AR System Email Mailbox Configuration form. | |
Make sure that the outgoing mailbox is enabled. | |||
Designate the outgoing mailbox as the default outgoing mailbox by selecting Yes in the Default Outgoing Mailbox list. | |||
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. | |||
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Check if the following component parameter settings are correct in the EmailDaemon.properties file. These settings determine certain behaviors for outgoing emails:
| To review all the properties or settings in the EmailDaemon.properties file, see Updating the Email Engine settings by using the Centralized Configuration. | ||
3. | Enable logs. | Enable the Email Engine log by setting com.bmc.arsys.emaildaemon.level to FINEST. |
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4. | Reproduce the problem or wait for it to occur. |
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5. | Disable logs. | Disable the Email Engine logs by setting com.bmc.arsys.emaildaemon.level to SEVERE. | |
6. | Collect the logs. | Collect the Email log including the .bak file, if it exists. The following are the locations for the Email Engine log:
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7. | Analyze the logs. |
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8. | Create a BMC Support case |
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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:
| Increase the heap size of Email Engine . | Defining a heap size |
You get the following message in the Email Engine log:
| Check the connection to the mail server with the Email Engine Test utility and engage the Exchange Server team. | |
You get the following message in the Email Engine log:
| Reset the password of the Remedy Application Service. | |
You get the following message in the Email Engine log:
| Check if the mail server allows relaying of messages. | Fixing issues with notifications that fail |
You get the following message in the Email Engine log or on the related forms:
| Review the Connect with Remedy Webinar for Email Engine . |
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