Troubleshooting when approving requests via emails does not work

1.

Review the Remedy Email Engine configuration.

Validate the approval server configuration.

3.

Review Email Engine logs.

1. Review the following Email Engine log files for any severe errors:
   
   • 
     
     • (Windows): EmailEngineInstallDir\AREmail\Logs\email.log
     • (Linux): EmailEngineInstallDir/logs/emaild.sh_log
2. Run the following advanced query on the AR System Email Messages form:
   'Message Type*' = "Outgoing" AND 'Send Message' = "Error"

1. Enable Approval server logs in the Debug mode.
2. Perform the following steps to enable AR System server-side API log, Filter log, and SQL log:
   1. Open AR System Administration Console.
   2. Select System > General > Server Information.
      The Server Information page is displayed.
   3. On the Log Files tab, select the API Log check box, the Filter Log check box, and the SQL Log check box.
   4. Click Apply.
   5. Click OK.
      The AR System server-side API log, Filter log, and SQL log are enabled.

5.

Analyze logs.

Review the logs to identify any error messages or behaviors. See the table to troubleshoot issues based on the symptoms and error messages.

6.

Collect logs and disable logging.

Perform the following steps:

1. Run the Log Zipper utility.
   Note: You must click Zip Logs (not Zip All Logs) to collect the log files.
2. Copy the log files to another location and review them so that they do not get overwritten.
   Note: A few log files might be huge in size.
3. Disable the logs that you enabled in step 4.

7.

Create a BMC Support case.

Collect and send logs and detailed information when creating a case with BMC Support:

1. Provide the following information as part of your case:
   • The name of the user who executed the approval
   • The item used for approval or rejection
   • The time when the approval or rejection was executed
   • Any error messages that you received
2. Attach a ZIP file to your case.
   You can attach a ZIP file of size up to 2 GB. You can also upload the file on FTP.
   For more information, see How to use BMC's Managed File Transfer (MFT) to send log files to BMC Support to comply with GDPR policies.

You get the ARERR 4927 error message.
When you try to configure email-based Change Request approvals, you get this error after Email Engine processes the approval email.

On screen

See Error 4927 on email-based approvals.

You get the ARERR 4931 error message.
You cannot decrypt the modify key error while approving changes by using an email.

On screen

See Error 4931: Unable to decrypt the modify key.

You get the ARERR 4934 error message.
You notice that the Gmail client does not interpret special characters correctly, which causes the reply in an email message to be in a single line instead of the required separate lines.

On screen

See Error 4934: The modify key in the incoming modify action email message is invalid.

You get the ARERR 4934 error message.
You notice that the approval email is rejected with the following error message: The modify key in the incoming modify action email message is invalid. Make sure that the modify key was not modified.

On screen

See Error 4934: The modify key in the incoming modify action email message is invalid.