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As your Email Post Offices get upgraded and reconfigured, the Email Engine configuration may need to be updated to comply.  Too often, the Remedy Administrator finds out that things changed in the Post Office only after end users report that they are no longer receiving notifications.  The next step is usually to start looking at Email Engine logs to see if you can determine what happened.  Hopefully you get a useful error message that points you in the right direction.


In order to make the process of testing and/or troubleshooting the AR System Email Mailbox Configuration faster and easier, BMC is now providing a Test Button from which you can test each of your Mailbox Configurations on the fly and get immediate feedback and useful messages.

This email Test Button is packaged in KA 000191430.


The article documents the simple steps to install by importing several overlay definitions and copying a couple of files.

Once it is installed,  you will get a new tab on the AR System Email Mailbox Configuration form.

New Tab.PNG


You can use this tool when setting up a new Configuration or to test an existing one.

You just need to make sure that the necessary configurations are populated in the Basic Configuration and Advanced Configuration tabs.


For example, to test a new SMPT Mailbox,  fill out the connection information on the Basic Configuration tab:


You also must provide the Email Address and Reply To Address on the Advanced Configuration tab.



Now just open the Test Configuration tab and click on the button.


If you provided valid connection information, the checkbox will be checked.

You will also see the Test Results such as:


If the test was unsuccessful, the Success checkbox will not be checked and the Test Results field will provide some useful information.

You can clearly see that the reason the Mailbox isn't working is that the Test Button could not connect to the Email server.



Server Group Considerations:

Most customers are going to use this Test Button by logging in to the AR System via their normal web client which may use a load balancer to connect to any ARServer in a group.

This means that there is a high probability that you will not be connecting to a specific server that is running the eMail Engine.  Since the Test Button uses files that are included with the Email Engine and because it's probably in your best interest to actually test a box that is going to be running Email Engine, we provided a field to set the server name to run the test on:


This field is auto-populated and defaults to the 1st Server that it finds Ranked #1 for Email Engine in the AR System Service Failover Ranking form.

You can change this value to any of your Email Engine servers that you have configured the Test Button on.


Java Options:

Since the Email Engine (and the Test Button)  use Java Mail to perform its functions, it uses standard Java methods.  This means that some features are invoked via Java Options.

4 Common Java Options have been provided as check boxes:

You can use the common settings for configuring TLS and for setting Debug options.   Any combination is valid.  When you select one or more options,  you will see the JAVA Options field change dynamically:


You can edit the JAVA Options field to add any custom Java options that you want to run with.  When you click on the Test Configuration button, whatever is contained in the field will be passed to Java.


For example, by setting the Email Debug option, you can see the debug output in the Test Result:


If you determine that specific Java Options are required for your mailbox to work correctly, you will need to add these same Java Options to your Email Engine startup script or service.

You can follow the steps in this article to perform that configuration.


What does it actually do when I test?

This test button uses the functionality from the original Email Engine Test utility and builds on it.   As with the original utility,  Outgoing mailboxes are tested by sending a test email. Incoming mailboxes are tested by retrieving up to 5 messages from the mailbox.   It does not delete those messages.

The Command Line field shows the actual command that will be issued to the OS to invoke  the test utility.


When to use:

This tool is great for setting up new mailboxes and for troubleshooting problems with existing mailboxes.

If you are creating new mailboxes,  install the Email Test Button first and test them to make sure that they work properly before going live with them.

If you are troubleshooting an issue, install the Email Test Button and perform a test.   The results of the test may help you resolve the issue on your own,  If they don't provide enough detail,  set the Email Debug option and try again.  You can also set the SSL Debug option if you are troubleshooting an SSL or TLS connection.

For more information on troubleshooting Email Engine issues, see the Email Engine Troubleshooting Guide.



The original Email Engine Test utility allows you to test on any supported protocol,  SMTP, POP3, IMAP4, MAPI, MBOX, and EWS.  Due to the complexities of handling permissions,  the Email Test Button does not support MAPI or MBOX but does support all other protocols.

The Email Test Button also is only used to test connectivity to your Post Office and to a specific mailbox.  It does not test other aspects of the Email Engine.

When using the Email Test Button, you may find that you get a Process Timeout error.   This will depend on the current setting of the Process-Timeout.  We recommend setting it to 30 seconds in case it takes a bit of time to perform the test.


Additional References



Troubleshooting Email Engine Performance and Connectivity August 12th

Troubleshooting Email Engine Issues



How can I test my Mailbox Configuration outside of the Email Engine? Includes Video!

Using telnet to verify connectivity to mail servers (SMTP, POP3, IMAP4, MAPI)

How to enable DEBUG Email Engine Logs in v8.x

How to enable Email Engine Logs in 9.x (also DEBUG)