This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Troubleshooting email delivery issues

In cases when an email is not delivered or you are not able to create incidents, follow these troubleshooting steps.

Issue symptoms

The email that you sent is not delivered and is queued.

Related topics

Creating-and-updating-records-by-using-email

Configuring the Email Rule Engine

Issue scope

You cannot create an incident request.

Resolution

  1. In a browser, enter the following URL to open the RBE:Transaction form:
    http://midTierServer/arsys/forms/ARSystemServer/formName 
    For example:
    http://vw-us-rem-qa:8080/arsys/forms/vw-us-rem-qa/RBE:Transaction
  2. In the Action Name field, search for the stuck email by typing Create for a new message or Update for an existing message.
  3. In the Error Number field, enter 91, and click Search. 
  4. Select the required record.
  5. From the Email Unique Identifier field, copy the value that is displayed. 
  6. To delete the record, click Delete and then open RBE:Message. 
  7. In the Email Unique Identifier field, paste the value.
    Ensure that the value pasted is the same that you copied from the Email Unique Identifier field on the transaction form.
  8. Click Search and select the required record.
  9. In the Request ID field, delete any existing value.
  10. From the Status field, select Action Found.
  11. Click the Developers Fields tab.
  12. In the z1D Action field, enter EVALUATE, and click Save.

 

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