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

To view the latest version, select the version from the Product version menu.

Testing your mailbox configuration

You must test your mailbox configurations to make sure that your mailbox communicates with your mail server correctly.

Note

If your Email Engine requires a security key to authenticate incoming email, skip this section and see Securing incoming and outgoing email.

Use the following procedures to verify that you can send email from your outgoing mailbox and receive email in your incoming mailbox . If you complete the steps successfully, your outgoing and incoming mailboxes are configured correctly. If you are unable to complete the steps, see Troubleshooting BMC Remedy Email Engine.

Before you perform the test, obtain the correct email address for your email account or profile from your email server administrator.

To test your outgoing mailbox

  1. In the Basic Configuration tab of the outgoing mailbox you are testing, set the Polling Interval to one minute, to view the test results promptly.
  2. In a browser, open the AR System Email Messages form in New mode.
  3. Create a message as follows, and click Send:
    1. Mailbox Name — Select the name of the outgoing mailbox to test.
    2. Message Type — Select Outgoing.
    3. Message Tab — Enter email addresses for the From: and Reply To: fields, a subject line, and the body content.

      Note

      Select an email address that you can access with a third-party utility, such as Microsoft Outlook.

  4. Open the AR System Email Messages form in Search mode.
  5. Perform a query for the email message that you sent.
  6. In the results table, check for the following information:
    • An entry corresponding to the email message.
    • The value in the Send Message column is Yes. A Yes value indicates that the outgoing mailbox has queued your email to be sent.
  7. Open the AR System Email Mailbox Configuration form in Search mode.
  8. After the time specified for the outgoing mailbox's polling interval, open the AR System Email Messages form in Search mode.
  9. Enter the name of the outgoing mailbox, and click Search.
  10. In the results table, check for the following information:
    • An entry corresponding to the email message.
    • The value in the Send Message column is Sent.
    • The value in the Date Sent column is the precise time that the email message was sent to the mail server.
  11. Using a third-party email client, verify that the message was sent to the To address that you specified in step 3c.

To test your incoming mailbox

  1. In the Basic Configuration tab of the incoming mailbox you are testing, set the Polling Interval to one minute, to view the test results promptly.
  2. In a browser, open the AR System Email Mailbox Configuration form.
  3. Search for the name of the incoming mailbox to test.
  4. Make sure that the email account or profile that your incoming mailbox uses matches the email account that you obtained from your email server administrator, and change the form entry if necessary.
  5. In a third-party email client, create an email containing a subject line and body content.
  6. Send the email to the email address that you verified in step 4.
  7. After the time specified for the incoming mailbox's polling interval, open the AR System Email Messages form in Search mode.
  8. Select a mailbox name and perform a search. The results table displays the entry corresponding to the message you sent.
  9. Double-click the entry to open the form containing the information for that entry.
  10. Make sure that the subject line and content in the form are the same as the subject line and content of the test email that you sent, which indicates a successful test.

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