This documentation supports the 9.1 version of Remedy Action Request System.

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

AR System Email Error Messages form

In this topic:

The AR System Email Error Messages form stores any incoming email message that has not been processed correctly due to any runtime error, along with the error details.

Note

This form stores information only for incoming email messages.

Warning

(For incoming mails that have not been processed correctly due to any runtime error) The Email Engine considers the HTML format, by default. If the incoming message is in a plain text format, Email Engine first checks for the HTML format and when not found, considers the plain text format. But, if the incoming mail is in a plain text as well as HTML format, the Email Engine only considers the HTML format. For the Email Engine to consider the plain text format, change the HTML format to a plain text format (without any spaces) or clear the HTML format.

Copying incoming messages to the AR System Email Messages form

After manually rectifying the errors, you can copy these incoming messages to the AR System Email Messages form.

Note

BMC recommends that you perform the rectification process individually on every error out email message. Do not perform the rectification process on more than one email message at the same time using the 'Modify All' option.

To copy the rectified incoming messages to the AR System Email Messages form

  1. From the Message Information tab, change the status of the message to Yes.
  2. Click on the Copy to AR System Email Messages Form button. After the rectified messages are copied to the AR System Email Messages form, the Email Engine processes the incoming actions at the next polling interval. However, if there are messages in the incoming queue, the rectified messages are parsed at the next polling interval. Increase the time of the polling interval, if you want to parse the rectified messages in spite of the messages in the incoming queue.

    The messages stored on the AR System Email Error Messages form, are not deleted even after they are moved to the AR System Email Messages form. The administrator can configure the period and the conditions for deleting these mails using the "Clean AR System Email Error Messages" escalation.

    Note

    This escalation is disabled by default.

Enabling the Clean AR System Email Error Messages escalation

Follow the steps given below to enable the Clean AR System Email Error Messages escalation.

  1. Go to Escalation > Execution Options.
  2. Change the value of the State field to Enabled.
  3. (Optional) Change the Escalation period in accordance with your requirements from the default value of 15 days.

    Note

    Additional conditions can be set using the Run Process field.


  4. To clean up the system logs, restart the BMC Remedy Email Engine.

    All the messages in the AR System Email Error Messages form will be deleted depending upon the conditions set in the escalation. For each message, this form provides the name of the mailbox from which the message was generated, the message type, name and organization of the mailbox owner; names of recipients sent to and copied; the text of the message (in HTML, plain text format, or a combination of both); and (under a separate tab) a list of any attachments included with the message.



    Fields on the AR System Email Error Messages form

    Field name

    Description

    Mailbox Name

    Name of configured mailbox.

    Mailbox Type

    Select whether mailbox is Incoming or Outgoing.

Message tab

Fields on the AR System Email Error Messages form--Messages tab

Field name

Description

From

Name of the mailbox the email is sent from.

Reply To

Reply-to email address for the mailbox owner or administrator, if you plan to enable users to reply to notification messages sent from this mailbox.

Organization

For email clients that display an organization name, the name of the mailbox owner, or administrator's organization.

To

Email addresses for those who should receive outgoing messages from this mailbox.

CC

Email addresses for those who should receive copies of outgoing messages from this mailbox.

BCC

Email addresses for those who should receive blind copies of outgoing messages from this mailbox.

Subject

Subject line for your email.

Priority

Value to use in the email message to get the desired Microsoft Outlook priority. Numbers from 1 to 100 are acceptable.

Attachments tab

Fields on the AR System Error Messages form--Attachments tab

Field name

Description

Add Attachment

Includes attachment with outgoing email.

Modify Attachment

Lets you modify attachment or attachment name.

Delete Attachment

Removes attachment from outgoing email.

Refresh Table

Refreshes table after you have added, modified, or deleted an attachment.

Add Existing

Includes previously saved attachment with outgoing email.

Advanced Options tab

Fields on the AR System Email Error Messages form--Advanced Options tab

Field name Description
Templates tab
Header Template Template to be used as the header template.
Content Template Template to be used as the content template.
Footer Template Template to be used as the footer template.
Variable Replacement tab
Field Values Value for a variable in the template.
AR System Server With qualification variables, name of the server on which the form resides.
AR System Server TCP Port With qualification variables, any access information necessary.
AR System Server RPC Number With qualification variables, any access information necessary.
AR System Form With qualification variables, name of the AR System form to which these values apply.
Qualification Query used to retrieve data and substitute it in the email.
Attachment Alternatives tab
Attachment Alternatives (attachment pool) Attachment pool enables you to add the content of your email as a plain text, HTML, or RTF attachment, instead of typing it into the Body field in the Message tab.
Plain Text Content Attachment Encoding Language encoding used.
HTML Content Attachment Encoding Language encoding used.
RTF Content Attachment Encoding Language encoding used.
Values Attachment Encoding Language encoding used.

Message Information tab

Fields on the AR System Email Error Messages form--Message Information tab

Field name

Description

Message ID

The unique value that identifies the message.

Date Received

The date on which the message was sent; this value is retrieved from the Date header of the incoming message.

Date Sent

The date on which the message was sent; applicable to outgoing messages only.

Execute/Send At

The timestamp of when the incoming message was executed, or when the outgoing message was sent.

Parse Message

The parsing status of the message; applicable to incoming messages only. The options and their meanings are:

  • No--The message has not yet been parsed.
  • Yes--The message is still in the incoming queue.
  • Error--An error occurred when parsing the message.
  • Parsed & Executed--The message was successfully parsed and executed.

Errors tab

Enables users to view error messages if their email is not sent correctly.

Fields on the AR System Email Error Messages form--Errors tab

Field name

Description

Log Message Type

If a request fails to submit, the original message is returned as an attachment.

Log Message Number

The error message number.

Create Date

The creation date of the error message.

Log Message Text

If a request fails to submit, the error message that indicates the reason for the failure is returned.

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