This documentation supports the 9.0 version of Remedy Action Request System.

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

Troubleshooting BMC Remedy Email Engine

This section contains information about troubleshooting BMC Remedy Email Engine issues.

For more troubleshooting information, see BMC Remedy Email Engine known and corrected issues.

Troubleshooting outgoing email

You will find the BMC Remedy AR System Email Messages form especially helpful in troubleshooting outgoing email. Performing a search in the form lets you see the current status of email messages, for example, if outgoing messages are being processed, if they were sent, or if there was an error.

Note

If the BMC Remedy Email Engine sends system-generated email (for example, due to a "bounced" email), the email body will be in English only. (System generated emails are also called non-delivery reports [NDRs].)

Temporary directories and files

The BMC Remedy Email Engine uses temp directories to store intermediate files for email messages, attachments, templates.

Under normal conditions, the BMC Remedy Email Engine cleans up these temporary files. However, if the BMC Remedy Email Engine terminates abnormally for some reason, you should remove these files manually. Some patterns of the temporary file names that the BMC Remedy Email Engine creates are:

AT.tmp

chk.tmp

E.tmp

Email.eml

Email.html

Email.rtf

Email.txt

RED.tmp

Using the system temp directory

By default, the BMC Remedy Email Engine uses the system temp directory to manage the temporary files. You can locate this directory as follows:

  • On Windows, check the Windows default temp directory.
  • On UNIX, check the /var/tmp or /tmp directories.
  • Alternatively, use the TEMP, TMP, or TEMPDIR environment variables to identify the system temp directory on any operation system.

Using an alternate temp directory

You can make the BMC Remedy Email Engine point to an alternate temp directory, if the system temp directory does not have enough space.

To use an alternate temp directory

  • On Windows, add -Djava.io.tmpdir to the EmailStart.batfile as follows:

    "%JavaPath%\java" -Djava.io.tmpdir=<directoryPath> -cp emaildaemon.jar;arapi%LIBVER%.jar;arutil%LIBVER%.jar;activation.jar;
    mail.jar;imap.jar;smtp.jar;pop3.jar;armapi%LIBVER%.jar com.bmc.arsys.emaildaemon.EmailDaemon
  • For UNIX add -Djava.io.tmpdir to the emaild.shfile as follows:

    exec ${JAVA_BIN}/java -Djava.io.tmpdir=<directoryPath>
    -Djava.library.path=${InstallPath}
    -cp ${CP_PATH} \com.bmc.arsys.emaildaemon.EmailDaemon
    -d ${InstallPath} >${LogFile} 2>&1

    <directoryPath> is the fully qualified path where the temporary files are created.

    Tip

    BMC recommends that you monitor these directories for files that are no longer needed, which the BMC Remedy Email Engine does not clean up.

Recommendations for avoiding outages

To avoid outages, BMC recommends that you monitor the following regularly:

  • Number of email messages queued up in the incoming or outgoing queue

    Note

    If there is a high volume of messages queued up and not processed (or processed very slowly) then there is a problem. Also, monitor if there are email messages with an error status.

  • Changes made to EmailDaemon.properties
  • BMC Remedy AR System Email Error messages or system logs to see if any warnings are reported

Fixing common problems with the BMC Remedy Email Engine

This section describes how to diagnose and solve some issues you might encounter with the BMC Remedy Email Engine. The BMC Remedy Email Engine can be a powerful and useful tool if configured and used correctly.

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