Skip to Content

Troubleshooting when approving requests via emails does not work

You might notice that approving requests via emails does not work. See the guidelines described here to troubleshoot when approving requests via emails does not work. Alternatively, create a BMC Support case.

Symptom

You cannot approve requests via emails.

Scope

  • One or more users might experience the symptom.
  • In a Server Group environment, the symptom can affect one or more servers.

Resolution

Perform the following steps to troubleshoot when approving requests via emails does not work:

Step

Task

Description

1.

Review the Remedy Email Engine configuration.

  1. On the Email Engine Configuration form, review the configuration for the incoming mailbox and the outgoing mailbox.

  2. Test the configuration setting by using the Test Utility.
    If the Test Utility fails, update the configuration and then retest.
    For more information, see Troubleshooting Email Engine.

2.

Validate the Approval Server configuration.

  2. Test that approval sever is working correctly.
    The following video (6:32) explains how to test Approval Server.

3.

Review Email Engine logs.

  1. Review the following Email Engine log files for any severe errors:

      • (Windows): EmailEngineInstallDir\AREmail\Logs\email.log
      • (Linux): EmailEngineInstallDir/logs/emaild.sh_log
  2. Run the following advanced query on the AR System Email Messages form:
    'Message Type*' = "Outgoing" AND 'Send Message' = "Error"

4.

Enable Approval logs.

  2. Perform the following steps to enable AR System server-side API log, Filter log, and SQL log:
    1. Open AR System Administration Console.
    2. Select System > General > Server Information.
      The Server Information page is displayed.
    3. On the Log Files tab, select the API Log check box, the Filter Log check box, and the SQL Log check box.
    4. Click Apply.
    5. Click OK.
      The AR System server-side API log, Filter log, and SQL log are enabled.

5.

Analyze logs.

Review the logs to identify any error messages or behaviors. See the table to troubleshoot issues based on the symptoms and error messages.

6.

Collect logs and disable logging.

Perform the following steps:

  1. Run the Log Zipper utility.
    Note: You must click Zip Logs (not Zip All Logs) to collect the log files.
  2. Copy the log files to another location and review them so that they do not get overwritten.
    Note: A few log files might be huge in size.
  3. Disable the logs that you enabled in step 4.

7.

Create a BMC Support case.

Collect and send logs and detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • The name of the user who executed the approval
    • The item used for approval or rejection
    • The time when the approval or rejection was executed
    • Any error messages that you received

  2. Attach a ZIP file to your case.
    You can attach a ZIP file of size up to 2 GB. You can also upload the file on FTP.
    For more information, see Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case.

After you determine a specific symptom or error message, use the following table to identify the solution:

Symptom

Location

Action

You get the ARERR 4927 error message.
When you try to configure email-based Change Request approvals, you get this error after Email Engine processes the approval email.

On screen

You get the ARERR 4931 error message.
You cannot decrypt the modify key error while approving changes by using an email.

On screen

You get the ARERR 4934 error message.
You notice that the Gmail client does not interpret special characters correctly, which causes the reply in an email message to be in a single line instead of the required separate lines.

On screen

You get the ARERR 4934 error message.
You notice that the approval email is rejected with the following error message: The modify key in the incoming modify action email message is invalid. Make sure that the modify key was not modified.

On screen

Related topics

Contacting Support

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

AR System 21.05