This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

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Multiple mail server support

You can configure multiple mail servers for a Email Engine installation. For each configured mail server, you can specify a failover mail server. If the mail server being used stops working, the Email Engine switches to the available failover mail server and continues processing mails. The following figure depicts this functionality.

Multiple mail servers configured for failover
(Click the image to expand it.)

In the illustration, M1 is specified as the primary mail server, and M2 and M3 are specified as failover servers. If the Email Engine detects that M1 is not working, it checks whether M2 is available, and if so, it switches to M2.

The Email Engine then tries to connect to M1, and if that is not yet working, it connects to M2. Then, if the Email Engine detects that M2 is not working, it checks for the availability of M1. If M1 is still not working, it looks for the failover server for M2, which is M3. If M3 is available, it switches to M3 and continues processing messages as described in the preceding note.

If none of the configured mail servers is working, the Email Engine produces an error and stops processing.

When switching from a server being currently used to its failover server, an entry is added to the stderr.log (Windows) or emaild.sh_log (UNIX) file. However, when switching back from the failover server to the primary server, no change is made to stderr.log or emaild.sh_log.


The multiple mail server support is currently available for the SMTP protocol only.

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  1. Andreas Mitterdorfer

    How do you configure this in Failover Mail Server form?

    1) In pairs for each mailserver in mailbox config so M1+M2, M1+M3, M1+M4


    2) M1+M2, M2+M3, M3+M4?

    From the description and

    it seems it should be configured in a chain like in 2) but what happens if the EE is on M4 and M3 is down, M1+M2 are up again. Will email engine stop processing?


    Jul 24, 2014 05:04
    1. Bhakti Paranjpe

      Hello Andreas,

      Thank you for your comment. I have contacted the concerned SME for your query. I will get back to you soon.


      Jul 24, 2014 06:05
    1. Bhakti Paranjpe

      Hello Andreas,

      The resolution to your queries is as follows:

      1. On the Failover Mail Server Configuration form, the mail servers are configured as a chain, for example, if M1 is primary and M2, M3 and M4 are secondary, then, M1 > M2, M2 > M3 and M3 > M4.
      2. Email Engine always first checks if the Primary Server, here, say M1 is running. If M1 fails, it will check for availability of Failover server. If due to failover, it reaches M4 and then M1 is up again, it starts sending emails from M1. By default, the Primary server is always selected first.
        Email Engine stops processing only if the Primary as well as Failover servers stop working.

      Hope that helps. Thank you for your patience.



      Aug 01, 2014 06:52