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Good Morning Footprinters! Its the start of the quarter and I wanted to write up a guide on integrating Footprints Service Core and Footprints Asset Core (BMC Client Manager).

 

If you haven't already signed up for BMC Engage yet I would highly suggest doing so. This is going to be a great event for anyone in the industry. We will be hosting several guest speakers that will go in-depth on today's hot topics. We will also be having daily Certification Workshops. Attendees will also have an opportunity to network with other BMC users. IT professionals should be sure not to miss this opportunity. You can signup at engage.bmc.com.

 

I am writing this blog to cover Footprints Service Core 9.5.4 and above integrating with Footprints Asset Core 11.5 and above. For Asset Core 11.1 and below, check out the guide Configuring the Integration between FootPrints Service Core v11 and FootPrints Asset Core v11.pdf by Steven Schoenherr.

 

In FPSC 11.X and below we have a one way integration between Service Core and Asset Core. Service Core can pull data and issue commands from Asset Core but Asset Core cannot create or update issues. In FPSC 12 we introduced the ability to create issues with Asset Core. I will cover setting up both in this guide.

 

Table of Contents

 

  1. FPSC 11.X and below
    1. Asset Core Setup
    2. Service Core Setup
  2. FPSC 12
    1. Web Services
    2. Asset Core Setup
    3. Service Core Setup
  3. Troubleshooting

 

 

FPSC 11.X and below

 

Asset Core Setup

 

1) Login to the Asset Core console as admin

 

2) Global Settings-> Administrators: Create a new administrator

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Don't forget to add a password.

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3) Global Settings-> External Integration-> Create BMC Footprints Integration

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4) Click the Select Administrator button, find the newly created administrator and click OK to set it as the Integration Administrator. You can ignore everything below Integration Administrator. Click OK.

 

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5) (Optional) Create a shared account. Some environments wish to use a shared FPAC administrator to perform functions from Service Core in Asset Core. Use step 2 to create a new administrator or you can use the existing FPSCIntegration account. Follow Add a Default Administrator group with all the permissions needed for an agent in Service Core to use Asset Core to set the minimum permissions. You can also follow How to create an administrator login with the same rights as "admin" to create an account with all the permissions.

 

For this example I created an account called FPSCShared and gave it all the same permissions as admin.

 

Service Core Setup

 

1) Login to Footprints Service Core as a System Administrator

 

2) Administration-> System-> Asset Management

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3) Enter the IP Address or Host of the FPAC master. Also include the port the master is listening on (default is 1610). Enter the Integration account and click to test the connectivity.

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4) Verify the connection was successful

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5) (Optional) Enter the shared account credentials. If you don't enter a shared account then each agent will need to enter their Asset Core credentials in their Preferences.

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6) Save.

 

7) Enable FPAC on a workspace level. Administration-> Workspace-> Asset Management

 

8) This page allows you to grab specific asset data and populate Issue fields with that data. Select which asset data you want populated into the issue.

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9) Decide which tab you want the Asset Look-up Bar to appear by selecting which field it will sppear with. The default is the Asset Information tab.

 

10) Select which contact (Address Book) field should map back to the asset user. You can also enable various auto lookups of an asset when a contact is selected.

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11) Save

 

12) You should now be able to launch the console from the homepage, perform asset lookups, and execute advanced actions on a device (additional license required for some advanced actions).

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FPSC 12

 

Web Services

 

In Footprints Service Core 12 we introduced the ability to create records when alerts are triggered in Footprints Asset Core (BMC Client Manager). To accomplish this we need to enable service accounts in both FPSC and FPAC. We also need to enable web services in order to take advantage of this new feature. To integrate FPSC 12 your Asset Core must be on version 11.7.0.140331_ONEOFF or later. Earlier versions will not integrate.

 

1) Login to FPSC 12 as a System Administrator.

 

2) Administration-> Integration-> Web Services

 

3) Check to enabled the API then save

11.PNG

4) Create the FPSC integration account. Administration-> Users.

 

5) Select New

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6) Create the new user as a System Administrator. Fill out the rest of the form (user, email, password)

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7) Give the user access to all the containers you want to access from FPAC. Make the user at least an Agent in all the containers you are giving access to.

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Asset Core Setup

 

1) Login to the Asset Core console as admin

 

2) Global Settings-> Administrators: Create a new administrator

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Don't forget to add a password.

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3) Global Settings-> External Integration-> Create BMC Footprints Integration

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4) Select the newly created FPAC administrator as the Integration Administrator

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5) Enter the web services account we created in FPSC. Enter the correct URL for your FPSC 12 application (the default is http://ipaddress:8080/footprints/servicedesk)

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6) Verify the settings are correct by clicking the Check Connection button.

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7) Select which Workspace and Record type you want alerts in Asset Core to create. Then check the box for each alert type to create a record in FPSC when the alert is triggered in FPAC. You can even set a specific template that will be used when the FPAC alert is triggered.

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8) Once all the alerts are set save the page

 

9) Enabled Web Services on the master. Global Settings-> External Integration-> Web Services Configuration-> Right click and Add Device

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10) Select the master and click OK

 

11) Expand the master then select Properties. Enter FPSC's IP address and click OK.

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12) (Optional) Install a certificate. You can install a certificate into the Web Service Configuration. Just right click to create the CSR then import the created certificate (use your own CA or a commercial one to sign it).

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13) Create a shared account. FPSC 12 requires a shared FPAC administrator to setup integration. Use step 2 to create a new administrator or you can use the existing FPSCIntegration account. Follow Add a Default Administrator group with all the permissions needed for an agent in Service Core to use Asset Core to set the minimum permissions. You can also follow How to create an administrator login with the same rights as "admin" to create an account with all the permissions.

 

For this example I created an account called FPSCShared and gave it all the same permissions as admin.

 

14) This step was added for anyone who started on BMC Client Management 12.0, if you upgraded from 11.7 or earlier you can skip this step. Find the bcm.crt in the Client Management\Master\bin\certs\trusted\#### directory. Copy that certificate into the config\certs\trusted\ directory on the Footprints Service Core Server. Restart Tomcat.

 

 

Service Core Setup

 

1) Login to FPSC as a System Administrator

 

2) Administration-> Integration-> Asset Core

 

3) Enter the FPAC settings into the Integration page. Enter the master's IP address, port, and web services port. (defaults shown) Also enter the accounts created in steps 2 and 13 of the Asset Core setup.

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4) Verify the Integration account. You should see a success message in the bottom right corner.

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5) Verify the Default User Name. You should see a success message in the bottom right corner.

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6) Save.

 

7) Enable Asset Core in each Workspace. Administration-> Workspaces-> Manage. Select the Workspace you want to integrate and click Edit.

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8) Select Asset Core Integration on the left hand pane. You can then select the enable the integration for the whole workspace. You can also choose the auto lookup rules for each record type.

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9) Select which contact field will map to the user in Asset Core and trigger the lookup when populated.

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10) Save

 

11)  Add the Asset Link control to the Form. Navigate back to the Workspace configuration page. Select the record type and click Edit.

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12) Select Forms. Select the Form you want to add Asset Core integration to then click Edit Form

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13) Open the Form Controls and select Asset Link Control

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14) Drag and drop the Asset Link control onto the Form to the desired location.

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15) Save and repeat for each Form and record type you want to add the integration.

 

16) Save and Publish the Workspace.

 

17) You should now be able to launch the console from the homepage (More-> Asset Core Console), perform asset lookups, and execute advanced actions on a device (additional license required for some advanced actions).

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Troubleshooting

 

I wanted to add some common problems people have with FPSC/FPAC integration.

 

Here are the most common problems/errors I run into:

 

1) Getting an error when launching the console:

 

Application Error

Unable to launch the application

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Opening the Details shows the following:

 

Could not connect to the specified Asset Core Server.  Check your configuration settings and verify that the server is running then try again.

 

JNLParseException[ Could not parse launch file. Error at line 0.]

  at com.sun.javaws.jnl.XMLFormat.parse(Unknown Source)

  at com.sun.javaws.jnl.XMLFormat.parse(Unknown Source)

  at com.sun.javaws.jnl.LaunchDescFactory.buildDescriptor(Unknown Source)

  at com.sun.javaws.jnl.LaunchDescFactory.buildDescriptor(Unknown Source)

  at com.sun.javaws.jnl.LaunchDescFactory.buildDescriptor(Unknown Source)

  at com.sun.javaws.Main.launchApp(Unknown Source)

  at com.sun.javaws.Main.continueInSecureThread(Unknown Source)

  at com.sun.javaws.Main.access$000(Unknown Source)

  at com.sun.javaws.Main$1.run(Unknown Source)

  at java.lang.Thread.run(Thread.java:724)

 

Try launching FPSC in chrome (Chrome won't auto execute the .jnlp file).

 

If FPSC downloads a MRNAMPClientCallbackServices.jnlp file then the settings in Administration-> System-> Asset Management are not correct. Reenter all the credentials and save. The FPAC integration credentials must be reentered each time you save this page. Failure to enter those credentials will results in blank credentials being saved and your integration breaking with the above error.

 

If a console.jnlp is downloaded then do the following:

    1. Navigate to the master/ui/console/jws/jnlp directory
    2. Delete all the sub-directories (do not delete the .jnlp files in this main directory, if there are no jnlp files here then don't delete anything)
    3. Navigate to https://master:1610/console in a browser. Replace master with the exact hostname or ip address configured in Administration-> System-> Asset Management. This will re-create the folders.

 

2) My console launched from FPSC is missing XYZ in Asset Core.

 

Change the account in your Preferences to use the "admin" account then launch the console. If the console shows the data correctly then use How to create an administrator login with the same rights as "admin" to set the permissions.

 

3) My Operational Rule is not showing in the Advanced Actions.

 

There are two pieces you need to check

    1. The user has proper rights (use the above to see if their rights are set correctly)
    2. The OpRule is configured to show in external Integration. Open the properties of the OpRule and select Available in Integrated Solutions for the Deployment from External Integration.

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4) When I select a contact, a grey Loading... screen shows with Asset Core integration enabled. This only happens in Internet Explorer.

 

Upgrade to FPSC 11.6.03 to resolve the problem in IE.

 

 

 

I hope this guide was helpful to everyone working to integrate Footprints Service Core and Footprints Asset Core (BMC Client Manager). Please feel free to leave feedback in the commends below.

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This applies to version 11.6.x and earlier versions of of the product only.


Good Evening Footprinters! On the eve of our Ask an Expert - Email I wanted to publish an in depth guide for troubleshooting email.

 

Many thanks to Dan Santos and Wallace Roets for their contributions to this guide.

 

Footprints can allow agents and customers to submit new tickets, updates to tickets, and ticket queries via email. Most times, the communication between Footprints and the mail server is unhindered, and email messages can flow freely. For those cases where email cannot get to or from Footprints, errors will begin appearing in the system’s logging file, as well as in popup windows on the Administrator’s Web Interface.


Table of Contents

 

  1. Types of email
    1. Outbound email
    2. Incoming email
  2. First things to check
    1. Scheduled Scripts
    2. Settings
  3. Troubleshooting Outside of Footprints
    1. SMTP
    2. POP3
    3. IMAP
    4. IMAP/SSL
  4. Debugging
    1. Where to enable debugging
    2. What files are created
  5. Interpreting Debugging
    1. Landmarks to look for
  6. Types of errors
    1. Problems sending email
    2. Problems receiving email
    3. Problems processing emails
  7. Cleanup
  8. Other useful articles


Types of Email:

 

Outbound email

             

Footprints utilizes SMTP (Simple Mail Transfer Protocol) for communicating to the outside world.  SMTP is the most dominant protocol in use on the Internet for sending email messages from one email address to another. FootPrints supports outbound SMTP traffic to any mail server supporting the SMTP protocol. Examples of some major mail servers supporting SMTP:

 

  • Microsoft® Exchange
  • IBM/Lotus® Domino and Notes
  • Sendmail
  • Postfix

             

Most Mail servers will be shipped and installed in a default manner that has SMTP enabled. However, there are some Mail Servers that are designed to work best when communicating with its specific client software, over a non-standard protocol. Microsoft Exchange has its Outlook client that uses the MAPI protocol (Messaging Application Programming Interface), and IBM/Lotus Notes/Domino has the Domino client, which utilizes NotesRPC and DIIOP(Domino® Internet Inter-ORB Protocol). Footprints cannot use these are protocols.

 

SMTP email traffic is communicated to the mail server on the default TCP/IP Port 25.


Incoming email

 

Footprints supports three types of incoming email protocols, POP3 (Post Office Protocol v3), IMAP (Internet Message Access Protocol) and IMAP over SSL. 

 

  • POP3 is useful when e-mail is checked from only one computer. 
  • IMAP is the better choice when you would like to check your mail from multiple computers, at work and home, for example. IMAP has the added benefit of accessing folders on the server, allowing you to organize your e-mail, and access it from anywhere. 
  • IMAP/SSL is just link IMAP but encrypted using SSL

 

Most Mail servers will be shipped with one or all protocols enabled. Each mail server is different with its default protocol support. For some of the larger Mail systems, like Exchange, these protocols are not enabled due to interoperability with their own client software – Outlook – that knows how to communicate via MAPI. In these cases, the mail server would need to be configured to use either POP3 or IMAP, or incoming email into Footprints will not function.

 

  • POP3 email messages are transferred on TCP/IP port 110
  • IMAP email messages are transferred on TCP/IP port 143
  • IMAP/SSL email messages are transferred on TCP/IP port 993



First things to check:


Scheduled Scripts


If your email (incoming or outgoing) stops working the first place you should check is the Footprints Scheduled scripts and make sure they are running. You can run services.msc on the application server and look for the Footprints Schedule and Footprints Watch services. If they are not running, start them.


If they are stopped or if they are running and email is not processing then there might be a problem with the process. You should see the following message in your system logs:


Time: 2014/02/10 07:29:12

Type: ERROR

Script: (system)

User: admin

Workspace:IT Support (1) The FootPrints Service Core schedule service, which handles background processing (email, escalation, etc.), has been unresponsive for the last 30 minutes. This could be due to a large job being processed (for example, a database import or a large amount of email), or it could be due to a hung process.

 

Currently running (or recently aborted) FootPrints Service Core processes:

 

If the services are started then check the current process by opening the footprints\temp\FPSchedule_log.txt. The last entry in the log will tell you where the process is hung.

 

Email Settings

 

Verify with your email administrator that all email settings are correct. You can find them by going to Administration-> System-> Email. You can also verify the incoming email settings by clicking Incoming Email Settings on that same page.



Troubleshooting outside of Footprints:


You should then troubleshoot email problems outside of Footprints. Running these tests will tell you where to focus your efforts. If the test passes then the problem is with Footprints but if it fails then you need to work with your email administrator to resolve the problem. Run one of the following depending on what function is not working:


Basic Connection testing

 

--> Indicates output form the system

<-- Indicates input from the user/person testing

< > Indicates user input, like IP or username

 

How to verify SMTP connection using telnet

 

<-- Telnet <IP address the server> 25

--> 220 computername.domain.com SMTP Server ready

<-- HELO Footprints

--> 250 OK

<-- MAIL FROM: footprints_email@domain.com

-->250 2.1.0 Sender OK
<--RCPT TO: youremail@domain.com
-->250 2.1.5 Recipient OK
<--DATA
-->354 Start mail input; end with <CRLF>.<CRLF>
<--Subject: Test
<--This is a test
<-- .

-->250 2.6.0 <a5c58820-b1b4@domain.com> [InternalId=4335833] Queued mail for delivery

<-- QUIT

--> 221 Closing Port / Mail queued for delivery

 

How to verify POP3 connection using telnet

 

<-- Telnet <IP address the server> 110

--> +OK Microsoft Exchange 2000 POP3 server version 6.0.4408.0 (server_name.domain.com) ready.

<-- USER <NTDOMAIN/NTACCOUNT/Exchange_mailbox>

--> +OK

<-- PASS <Windows_NT_domain_password>

--> +OK User successfully logged on

<-- LIST

--> +OK 1 messages

--> 1 1801

--> .

<-- RETR 1

--> +OK 1801 octets

--> Return-Path: sender@example.com

--> Received: from client.example.com ([192.0.2.1])

-->        by mx1.example.com with ESMTP

-->        id <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->        for <recipient@example.com>; Tue, 20 Jan 2013 22:34:24 +0200

--> From: sender@example.com

--> Subject: Test message

--> To: recipient@example.com

--> Message-Id: <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->

--> This is a test message.

--> .

<-- QUIT

--> +OK Bye.

 

How to verify IMAP connection using telnet

 

<-- Telnet <IP address the server> 143

--> +OK Microsoft Exchange IMAP4rev1 server version x.x.x (F.Q.D.N.) ready

<-- ? LOGIN <NTDOMAIN/NTACCOUNT> <Windows_NT_domain_password>

--> +OK LOGIN completed

<-- ? LIST "" "*"

--> * LIST (\HasNoChildren) "." "INBOX"

--> ? OK List completed.

<-- ? EXAMINE INBOX

--> * FLAGS (\Answered \Flagged \Deleted \Seen \Draft)

--> * OK [PERMANENTFLAGS ()] Read-only mailbox.

--> * 1 EXISTS

--> * 1 RECENT

--> * OK [UNSEEN 1] First unseen.

--> * OK [UIDVALIDITY 1257842737] UIDs valid

--> * OK [UIDNEXT 2] Predicted next UID

--> ? OK [READ-ONLY] Select completed.

<-- ? FETCH 1 BODY[]

--> * 1 FETCH (BODY[] {405}

--> Return-Path: sender@example.com

--> Received: from client.example.com ([192.0.2.1])

-->        by mx1.example.com with ESMTP

-->        id <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->        for <recipient@example.com>; Tue, 20 Jan 2013 22:34:24 +0200

--> From: sender@example.com

--> Subject: Test message

--> To: recipient@example.com

--> Message-Id: <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->

--> This is a test message.

--> )

--> ? OK Fetch completed.

<-- ? LOGOUT

--> * BYE Logging out

--> ? OK Logout completed.

 

How to verify IMAP/SSL connection using telnet


You will need to download and install OpenSSL.

 

--> C:\OpenSSL-Win64\bin>openssl s_client -connect <IP address the server>:993 -quiet

<-- WARNING: can't open config file:

<-- Loading 'screen' into random state - done

<-- depth=1 C = US, O = "Domain, Inc.", OU = www.Domain.com is incorporated by

<-- verify error:num=20:unable to get local issuer certificate

<-- verify return:0

--> +OK Microsoft Exchange IMAP4rev1 server version x.x.x (F.Q.D.N.) ready

<-- ? LOGIN <NTDOMAIN/NTACCOUNT> <Windows_NT_domain_password>

--> +OK LOGIN completed

<-- ? LIST "" "*"

--> * LIST (\HasNoChildren) "." "INBOX"

--> ? OK List completed.

<-- ? EXAMINE INBOX

--> * FLAGS (\Answered \Flagged \Deleted \Seen \Draft)

--> * OK [PERMANENTFLAGS ()] Read-only mailbox.

--> * 1 EXISTS

--> * 1 RECENT

--> * OK [UNSEEN 1] First unseen.

--> * OK [UIDVALIDITY 1257842737] UIDs valid

--> * OK [UIDNEXT 2] Predicted next UID

--> ? OK [READ-ONLY] Select completed.

<-- ? FETCH 1 BODY[]

--> * 1 FETCH (BODY[] {405}

--> Return-Path: sender@example.com

--> Received: from client.example.com ([192.0.2.1])

-->        by mx1.example.com with ESMTP

-->        id <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->        for <recipient@example.com>; Tue, 20 Jan 2013 22:34:24 +0200

--> From: sender@example.com

--> Subject: Test message

--> To: recipient@example.com

--> Message-Id: <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->

--> This is a test message.

--> )

--> ? OK Fetch completed.

<-- ? LOGOUT

--> * BYE Logging out

--> ? OK Logout completed.

--> BYE Connection closed. 14

-->read:errno=0

 

 

Debugging:


How to enable email debugging


Myrianthe Marton wrote a great article on How to Enable and Capture Email Debugging


What files are created

 

  With email debugging enabled in Footprints, Debug Log files will be created in the Footprints\ETC\Debugging directory.  These are the log files that are created:

 

  • BackgroundMailsDebug.txt
  • IMAPMailDebug.txt
  • InMailDebug.txt
  • NTMailDebug.txt
  • POPMailDebug.txt
  • SendMailDebug.txt
  • SendMailNTDebug.txt

 

Interpreting the Debugging:

 

Footprints email debugging is written in a timeline manner, where events are recorded at the moment the application incurs the action. This is useful when trying to find out where delays may be occurring, or to see when one action starts or completes.

 

When interpreting the debug files, it is useful to know “landmarks” in the debugging, so you have a general idea where in the process something is occurring. For each of the types of debug files, here are some things to look for in each.

 

BackgroundMailsDebug.txt

“Initialized error subs.”

This is the start of a new process that will send out email as a background process.

“done sending background mails”

This indicates the sending of mail has completed.

 

IMAPMailDebug.txt

“Debugging MRgetImapMail.pl”

This indicates the start of an IMAP Mail transaction.

“trying for good imap account:”

The process is looking for mailboxes to gather email from.

“processing account:”

The process is now attempting to connect to a mailbox with the credentials in the following lines of the file.

“Logged in.”

The process could successfully gain access to a mailbox.

“message count”

The number of messages in the INBOX awaiting retrieval.

“Getting message headers for message”

The process is downloading the messages from the INBOX

“done processing account”

Mail retrieval and processing has completed.

 

InMailDebug.txt

“Debugging MRincoming.pl”

The start of processing a downloaded email.

“Original Input”

The text of the message, as it was received from the mail server

“End original Input”

End of the message

“DESC after outlook”

The message after processing out the HTML

“calling MRABlist”

We lookup the message sender in the Address Book

“getting userfields”

The process tries to determine what fields the message sender may have permission to update.

“Processing attachment”

System is determining how a file attachment should be named, and where it is to be placed

“Doing mrRegister”

This is where the processed message then gets registered into the project

“Running escalation”

Instant escalations are applied, if the issue matches any of their criteria.

“Sending mail”

Preparing the emails that are destined for the Assignee(s) to the ticket, or a confirmation message to the sender

“exiting.”

Message has been processed.

 

NTMailDebug.txt

“Debugging MRntMail.pl”

Start of POP3 Mail retrieval routine

“MRntMail.pl: Got POP info:”

POP3 Connection information has been found and the software is ready to attempt a connection.

POPserver is”

The POP3 server address as entered from the Footprints Web Interface

“POPlogin is”

The POP3 mailbox login ID.

“connected to POP server”

Connection to POP3 Server established

“command: "USER”

This shows FootPrints passing the login ID to the POP3 server

“command: "PASS”

This shows Footprints passing the password to the POP3 server

“response: "+OK User successfully logged on.”

The login was successful

“command: "LIST"”

Footprints is looking for any messages in the mailbox

“MRntMail.pl: Processing each message.”

Now all messages in the mailbox are processed.

“MRntMail.pl: End Message contents.”

A message has been successfully downloaded.

“Running MRincoming on message.”

The message is being processed into the database.

“Done MRincoming”

Processing done.

“Done processing messages. Quitting POP session.”

All messages have been processed from the mailbox.

 

PopMailDebug.txt

“Debugging MRgetPopMail.pl”

Start of POP3 Mail retrieval routine

“trying for good pop account”

Process is attempting to find the configurations for any POP3 Incoming mail

“processing account”

Found a valid account, will try to connect next

“connected to POP server”

Connection established. Authentication to follow

“Done logging in to POP server”

Connection and login to POP3 server successful

“Processing list”

Taking inventory of messages in the mailbox

“Getting headers...”

Start of Message retrieval – Retrieving message header info

“Getting message”

Start of message body retrieval

  “Running MRincoming on message”

Message retrieved Successfully. Now it needs to be processed.

“done processing account”

Finished retrieving POP3 mail

 

SendMailDebug.txt

“sub send_mail”

Start SendMail Debugging

“mailAssigneesArg”

Start of where Footprints decides who is going to be receiving email

“sub createmailandsend”

Step where the actual email message is created, and awaits sending

 

SendMailNTDebug.txt

“In sub NT_mail”

Start of SendMailNT debugging. Necessary information for sending the message is displayed here, as well as the message contents.

“connecting to server”

Connection to SMTP Server is attempted.

“server greeting”

Response from SMTP Server. Usually begins with “220” and denotes the type of Mail server it is – MS Exchange, Sendmail, postfix, etc.

“response to from command”

This is the server’s response to telling it who is trying to send the message

“response to this to address”

Server’s response to the destination address

“response to DATA command”

This is where the SMTP server begins to accept the mail message.

“response to sending data”

This is the SMTP Server’s response to the completion of uploading the mail message

“closed socket”

End of SMTP Mail communications

 

Knowing these landmarks, one can skip through a debugging file relatively easily and still know where in the process you are looking. Depending on the nature of the error, these landmarks can give a wealth of information about the error, and it’s cause.


Types of Errors:

 

  Usually, when troubleshooting email connectivity issues within Footprints, it is best to start investigations with the Footprints systemLog.txt file. This file is visible to an administrator in two ways. First, This file is visible from the Web Interface from Administration -> System -> Logs menu. Any number of days worth of the log can be displayed on-screen. Also, this information resides in a file in the FootPrints\ETC folder.  Once a connectivity issue is identified in the systemLog.txt, it is best to then look at the appropriate Email Debugging file to further the investigation.

1.PNG.png


Problems With Sending Email

 

There can be any number of issues which occur when Footprints attempts to send email out to the outside world.  Here are some of the most common errors that would appear in the System Log.

 

RELAYING DENIED

 

2013/08/23 11:26:34:::::WARNING:::::MRsendBackgroundMails.pl::::::::::Stack trace:

file:C:\FootPrints\cgi\MRsendBackgroundMails.pl, line:170, sub:main::NT_mail

file:C:\FootPrints\\cgi\SUBS\NT_mail.pl, line:379, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:C:\FootPrints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::Outgoing mail: mail server rejected address "dsantos@mailhost.net"response: "550 Relaying denied

"::::::::::TTSUTMHF_END_LOG_ENTRY_

 

 

 

What: “Relaying Denied” could be caused by the mail server not allowing un-authenticated mail traffic to pass through it, or a restriction is set on the mail server to deny SMTP access to any hosts in the deny list

 

Where: SendMailNTDebug.txt:

Search for the string “response to this to address”

This shows the mail server’s response to the denied mail address.

 

If relaying is denied due to not authenticating, a set of variables can be added to the FootPrints configuration file – MRlocalDefs - to initiate an authenticated mail transaction.

$SMTP_LOGIN = ‘loginID’;

$SMTP_PASSWORD = ‘Passw0rD’;

 

If Relaying restrictions are in place at the mail server, then the Mail server administrator must make an allowance for the FootPrints server to relay mail to the outside world. OR, have them enable an authenticated SMTP.

 

UNKNOWN USER

 

2013/06/29 14:02:19:::::WARNING:::::MRsendBackgroundMails.pl::::::::::Stack trace:

file:E:\Footprints\cgi\MRsendBackgroundMails.pl, line:179, sub:main::NT_mail

file:E:\Footprints\\cgi\SUBS\NT_mail.pl, line:379, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:E:\Footprints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::Outgoing mail: mail server rejected address " djsantos@unipress.com "response: "550 5.1.1 <djsantos@unipress.com>... User unknown

"::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: “mail server rejected address” and “User Unknown” is a common error which could have any number of causes, ranging from a simple typo to spammers sending mail into Footprints, and Footprints attempting to reply to them.

 

Where: SendMailNTDebug.txt Search for the string “response to this to address” This shows the mail server’s response to the denied mail address.

 

Look carefully at the address being used. Be absolutely certain that it is typed in properly. If the address is unrecognized it may be safe to say that it is a bogus address, and the error can be safely ignored. If this occurs, search upwards in the debug file for the first occurrence of the string “ Subject: ”. This will show the title and issue number with the offending email address. Edit the ticket, and modify the address to one that is real.

 

CANNOT CONNECT TO SMTP SERVER

 

2013/02/08 14:02:11:::::WARNING:::::MRsendBackgroundMails.pl:::::::::::::::error sending mail

Error: -3

Error info: can't connect to server: last system error: Unknown error (error number: 10060) (extended error info: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond)

 

This could be a temporary mail server problem. FootPrints will try re-sending the message in one minute.

 

Message:

=======================

From: Support@mycompany.com < Support@mycompany.com >

To: some.user@mycompany.com

Reply-to: Support@mycompany.com

Date: Tue, 8 Feb 2013 14:00 -0600

Subject: Report: Repository

Content-Type: multipart/mixed; boundary="----------=_1 ...::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: The mail server could be down, busy, or otherwise unavailable. There could also be a firewall or other device denying access.

 

Where: SendMailNTDebug.txt Search for the string “server greeting” The message from the connection attempt will be displayed here.

 

This message is usually not an issue with Footprints. It is most likely going to be an issue relating to general network connectivity, or issues with the mail server itself. In each case, though it is best to consult the debugging, as it does contain vital information.

 

Search for the string “In sub NT_mail” and look at the value in quotation marks just after “smtp is.” This will give you the server address FootPrints is trying to connect to. Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host. Use the above telnet SMTP test to verify.

 

 

Problems with Receiving Email

 

Footprints can utilize both POP3 and IMAP for incoming email into FootPrints, so there are a number of errors that can mean the same thing, but are presented differently within the error logging. Here are some examples:

 

CANNOT CONNECT TO POP3 SERVER

 

2013/07/29 08:31:16:::::ERROR:::::MRntMail.pl::::::::::Stack trace:
file:D:\FootPrints\\CGI\MRntMail.pl, line:449, sub:main::LoginToPOPServer
file:D:\FootPrints\\CGI\MRntMail.pl, line:249, sub:main::DebugNTmail
file:D:\FootPrints\\CGI\MRntMail.pl, line:744, sub:main::AUTOLOAD
file:MRlib.pl, line:857, sub:main::WriteLog
file:D:\FootPrints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD
file:MRlib.pl, line:857, sub:main::printStackTrace
:::::Error retrieving incoming mail from POP server: can't connect to POP server - exiting!
server: "10.2.127.200"
project: "3"
login: "footprints"
password: "*****"::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What:    The mail server could be down, busy, or otherwise unavailable. There could also be a firewall or other device denying access.

 

Where:    PopMailDebug.txt Search for the string “Logging in to POP Server”

Or

SystemLog.txt Search for the string  “server:”

Or

NTMailDebug.txt Search for string “POPserver is”

 

The server IP address or DNS name will be listed in one of these locations.

Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host.

CANNOT CONNECT TO POP3 SERVER – BAD ADDRESS

 

2013/08/26 04:06:23:::::ERROR:::::MRntMail.pl::::::::::Stack trace:

file:C:\FootPrints\\CGI\MRntMail.pl, line:449, sub:main::LoginToPOPServer

file:C:\FootPrints\\CGI\MRntMail.pl, line:233, sub:main::DebugNTmail

file:C:\FootPrints\\CGI\MRntMail.pl, line:744, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:C:\FootPrints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::Error retrieving incoming mail from POP server: bad POP server address: "" - exiting!

 

server: "mail.mycompany.com"

project: "5"

login: "helpdesk"

password: "*****"::::::::::TTSUTMHF_END_LOG_ENTRY_ 

             

What:    This error usually occurs when the IP address or DNS name of a mail server cannot be

resolved to a host.

 

Where:  PopMailDebug.txt search for the string “Logging in to POP Server”

            Or

            SystemLog.txt Search for the string  “server:”

            Or

            NTMailDebug.txt Search for string “POPserver is”

 

The server IP address or DNS name will be listed in one of these locations.


Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host.

INVALID POP3 SERVER RESPONSE

 

2013/07/17 03:58:28:::::ERROR:::::MRntMail.pl::::::::::Stack trace:

file:E:\Footprints\\CGI\MRntMail.pl, line:449, sub:main::LoginToPOPServer

file:E:\Footprints\\CGI\MRntMail.pl, line:270, sub:main::DebugNTmail

file:E:\Footprints\\CGI\MRntMail.pl, line:744, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:E:\Footprints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::Error retrieving incoming mail from POP server: response: "" The server does not look like a POP server -- exiting!

 

server: "mail.mycompany.com"

project: "1"

login: "footprints"

password: "*****"::::::::::TTSUTMHF_END_LOG_ENTRY_


What:    The Address provided resolves to a live host, but the response coming from the POP3 TCP/IP Port is not a standard response.


Where:  PopMailDebug.txt Search for the string “Logging in to POP Server”

            Or

            SystemLog.txt Search for the string  “server:”

            Or

            NTMailDebug.txt Search for string “POPserver is”

 

The server IP address or DNS name will be listed in one of these locations.


Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host.

 

CANNOT CONNECT TO IMAP SERVER

 

2013/07/17 04:01:47:::::ERROR:::::MRgetImapMail.pl::::::::::Stack trace:

file:E:\Footprints\cgi\MRgetImapMail.pl, line:190, sub:main::ProcessImapFolder

file:E:\Footprints\cgi\MRgetImapMail.pl, line:359, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::Errorpage

file:E:\Footprints\\cgi\SUBS\Errorpage.pl, line:90, sub:main::__ANON__

file:(eval 75), line:25, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:E:\Footprints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::FootPrints Error: Error retrieving IMAP mail: cannot connect to IMAP server.Unable to connect to mailbox.mycompany.com: Unknown error

imap account info:

server: "mailbox.mycompany.com"

user: "footprints"

folder: ""

project: "3"::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What:    This error usually occurs when the IP address or DNS name of a mail server cannot be resolved to a host.

 

Where:  ImapMailDebug.txt Search for the string “server:”

            Or

            SystemLog.txt Search for the string  “server:”

 

The server IP address or DNS name will be listed in one of these locations.


Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host.

 

INVALID LOGIN - IMAP

 

2013/05/17 11:26:37:::::ERROR:::::MRgetImapMail.pl::::::::::Stack trace:

file:C:\FootPrints\cgi\MRgetImapMail.pl, line:190, sub:main::ProcessImapFolder

file:C:\FootPrints\cgi\MRgetImapMail.pl, line:414, sub:main::Errorpage

file:C:\FootPrints\\cgi\SUBS\Errorpage.pl, line:90, sub:main::__ANON__

file:(eval 75), line:25, sub:main::WriteLog

file:C:\FootPrints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::printStackTrace

:::::FootPrints Error: Error logging in to IMAP server (using LOGIN):: 1 NO Login failure: the specified account password has expired.

 

This error usually means that you supplied an incorrect password or an incorrectly formatted user name.  Please re-check your incoming mail setup.  If it appears to be correct and the error persists, contact your mail server administrator.

 

imap account info:

server: "mail.domain.com"

user: "itsupport "

folder: ""

project: "1"::::::::::TTSUTMHF_END_LOG_ENTRY_


OR


FootPrints Service Core Error: Error logging in to IMAP server (using LOGIN):: 1 NO LOGIN failed.

 

This error usually means that you supplied an incorrect password or an incorrectly formatted user name. Please re-check your incoming mail setup. If it appears to be correct and the error persists, contact your mail server administrator.

 

imap account info:

server: "mail.domain.com"

port: 143

user: "footprints"

folder: ""

project: "99"

use SSL: True

Cannot create connection to secure IMAP server. Verify that the port number is correct and email server is set up to use SSL.


What:    The “NO Login” error can take on a number of different forms, from an expired password, as shown here, to a mis-keyed ID or password when configuring the Footprints incoming email.


Where:  ImapMailDebug.txt Search for string “created imap object.  Logging in...”


The lines that follow this string will give the IMAP server’s response to a connection attempt

 

No matter which error is being displayed, it is always best to attempt a manual connection to the IMAP service to confirm the login and password.


If this test successfully lets you into the mailbox, then you should check the configuration in the Footprints Web Interface for any typo of information.


If the test fails with some error, you should contact your Email Administration for further guidance.

 

 

INVALID LOGIN – POP3

 

2013/10/19 06:01:04:::::ERROR:::::MRgetPopMail.pl::::::::::Stack trace:

file:/u01/footprints/cgi/MRgetPopMail.pl, line:208, sub:FP::ProcessPopAccount

file:/u01/footprints/cgi/MRgetPopMail.pl, line:305, sub:FP::LoginToPOPServer

file:/u01/footprints/cgi/MRgetPopMail.pl, line:845, sub:FP::DebugPop

file:/u01/footprints/cgi/MRgetPopMail.pl, line:597, sub:FP::AUTOLOAD

file:MRlib.pl, line:681, sub:FP::WriteLog

file:/u01/footprints//cgi/SUBS/WriteLog.pl, line:138, sub:FP::AUTOLOAD

file:MRlib.pl, line:681, sub:FP::printStackTrace

:::::Error retrieving incoming mail from POP server: Server error after sending PASS command: "-ERR incorrect password or account name " -- can't continue processing this account!

 

server: "mail.mycompany.com"

          user: "operationsmanagement"

project: "21"::::::::::TTSUTMHF_END_LOG_ENTRY_


What:    The “-ERR incorrect password or account name” error can take on a number of different forms, from an expired password, to a mis-keyed ID or password when configuring the Footprints incoming email.


Where:  PopMailDebug.txt Search for the string “LoginToPOPServer: 10.”

            Or

            NTMailDebug.txt Search for string “LoginToPOPServer: 10.”


No matter which error is being displayed, it is always best to attempt a manual connection to the POP3 service to confirm the login and password.


If this test successfully lets you into the mailbox, then you should check the configuration in the Footprints Web Interface for any typo of information.


If the test fails with some error, you should contact your Email Administration for further guidance.

 

WRONG AUTHENTICATION TYPE - IMAP


Time: 2013/07/05 11:13:58

Type: ERROR

Script: MRgetImapMail.pl FootPrints Error: Error logging in to IMAP server (using LOGIN):: 1 BAD Command received in Invalid state.

imap account info:

server: "exchange.domain.com"

port: 143

user: "footprints"

folder: ""

project: "3"

use SSL: False

Cannot create connection to IMAP server. Does the server require SSL?

more

 

Stack trace:

file:F:\Footprints\cgi\MRgetImapMail.pl, line:202, sub:FP::ProcessImapFolder

file:F:\Footprints\cgi\MRgetImapMail.pl, line:469, sub:FP::Errorpage

file:F:\Footprints\\cgi\SUBS\Errorpage.pl, line:125, sub:FP::__ANON__

file:(eval 1008), line:26, sub:FP::WriteLog

file:F:\Footprints\\cgi\SUBS\WriteLog.pl, line:163, sub:FP::printStackTrace

 

What:    The “1 Bad Command received in Invalid state" mean Footprints is communicating in an unexpected way with your email server.


Where:  ImapMailDebug.txt Search for the string "created imap object.  Logging in..."


This is usually a problem with the authentication method allowed by the IMAP server. In Exchange change the Login Method in your Microsoft Exchange console by going to Server Configuration-> Client Access-> POP3 and IMAP4 tab-> IMAP4-> Authentication tab


  • Plain text logon: You need Footprints configured to use IMAP over port 143. Try restarting the Microsoft Exchange IMAP4 service.
  • Plain text authentication logon: We do not currently support this method. You will need to switch to one of the other two and restart the  Microsoft Exchange IMAP4 service.
  • Secure logon (TLS): You need Footprints configured to use IMAP/SSL over port 993. Try restarting the Microsoft Exchange IMAP4 service.


If you cannot change the exchange settings then switch the protocol you attempting to connect with Footprints. Switch type from IMAP to IMAP/SSL or IMAP/SSL to IMAP.

 

 

Problems with Email Processing

 

After FootPrints retrieves an email from a mailbox, the email must be processed to either create a new ticket, or update an existing ticket. Upon processing of the mail message, there are a number of common errors that could occur.

 

DENIED POSTMASTER/MAILER-DAEMON/DAEMON SUBMISSION

 

2013/12/13 16:05:29:::::WARNING:::::MRincoming.pl:::::::::::::::postmaster@domain.com attempted to submit an Ticket to project Direct Ship/Tolling. It was not accepted because your system is configured to reject mails from that address.  The contents of the mail have been saved for you in the file d:\FootPrints\temp\IncomingMailErr_29516131110413470.

 

For your reference, here is the beginning of the email message:

 

From: Postmaster@mycompany.com

To: "National Account Support" <nationalsupport.footprints@mycompany.com>

Date: Mon, 13 Dec 2013 16:02:00 -0600

Subject: DELIVERY FAILURE: 553 <user@domain.com>... No such user here

Content-Type: multipart/report; report-type=delivery-status; boundary="==IFJRGLKFGIR25959UHRUHIHD"

 

--==IFJRGLKFGIR25959UHRUHIHD

Content-Transfer-Encoding: base64

Content-Type: text/plain; charset=UTF-8

 

WW91ciBtZXNzYWdlDQoNCiAgU3ViamVjdDogUkdSUyBHUlAgLSBCTE9PTUlOR1RPTiBDUlNIIFNU

TiAtIEZJTFRFUiBCSU4gSVNTVUU9NjA2MyBQUk9KPTE1DQoNCndhcyBub3QgZGVsaXZlcmVkIHRv

Og0KDQogIGNoYWR3QG9mcmluYy5uZXQNCg0KYmVjYXVzZToNCg0KICA1NTMgPGNoYWR3QG9mcmlu::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: This is a very common error. This could have any number of causes, ranging from a simple mis-keying to spammers sending mail into Footprints, and Footprints attempting to reply to them.

Where: systemLog.txt Search for the string “reject mails from that address” This shows Footprints’ response to the denied mail address.

 

Footprints is programmed to always deny emails from the following email IDs:

 

  • postmaster
  • mailer-daemon
  • daemon

 

These email IDs are known to be managed by automated processes – mail servers. In terms of their interaction with FootPrints, they are “dangerous” addresses. Because automated processes manage them, they automatically respond upon receiving a message. This automated response can cause a loop of email messages to be exchanged between the Mail server – postmaster/mailer-daemon/daemon – and Footprints. Footprints is coded to never allow messages from these IDs to be registered, canceling the chance of the email loop occurring.

 

Sometimes when Footprints is given an email address, the SMTP server that Footprints communicates with may not be the server to determine if the address is valid or not. Some other SMTP server will reject the address, and return the message to the sender – Footprints.

 

Look carefully at the error in the systemLog.txt file. It usually gives vital information about the faulty address Footprints is trying to sent to. Be absolutely certain that it is typed in properly. If the address is unrecognized by you, it may be safe to say that it is a bogus address, and the error can be safely ignored.

 

FOOTPRINTS INCOMING EMAIL ADDRESS TRIED TO SUBMIT

 

2013/06/27 14:30:19:::::WARNING:::::MRincoming.pl:::::::::::::::footprints@mycompany.com attempted to submit an Issue to project Product Testing. It was not accepted because your system is configured to reject mails from that address.  The contents of the mail have been saved for you in the file E:\Footprints\temp\IncomingMailErr_19301427510511771.

 

For your reference, here is the beginning of the email message:

 

From: "Footprints" <footprints@mycompany.com>

To: <footprints@mycompany.com>

Subject: Test #3 ENTRY=12 PROJ=2

Date: Mon, 27 Jun 2013 14:27:06 -0400

Content-Type: multipart/alternative;

  boundary="----=_NextPart_000_0000_01C57B24.4B50E900"

 

This is a multi-part message in MIME format.

 

------=_NextPart_000_0000_01C57B24.4B50E900

Content-Type: text/plain;

  charset="us-ascii"

Content-Transfer-Encoding: 7bit

 

Title:      Test #3 ENTRY=12 PROJ=2

Time Zone:  USA Eastern (USA)

Date:      Wednesday, June 29, 2013

Time:        9:00 AM to 10:00 AM::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: Footprints is programmed to reject emails from email addresses configured as incoming email addresses for projects in Footprints.


Where: systemLog.txt Search for the string “reject mails from that address” This shows Footprints’ response to the denied mail address.

 

Footprints is programmed to always deny emails from email IDs configured as incoming email accounts for Footprints projects.

 

These email IDs are known to be managed by automated processes – The Footprints server. In terms of their interaction with FootPrints, they are “dangerous” addresses. Because automated processes manage them, they automatically respond upon receiving a message. This automated response can cause a loop of email messages to be exchanged between the Footprints server and itself. Footprints is coded to never allow messages from these IDs to be registered, canceling the chance of the email loop occurring.

 

Look carefully at the error in the systemLog.txt file. It usually gives vital information about the message. Sometimes, a ticket might have another project’s incoming email address as a CC: or something similar, or some person or other program is sending emails out with an email address associated with a project.

 

VACATION MESSAGE RESPONSE TO FOOTPRINTS EMAIL

 

2013/06/15 16:10:53:::::INFO:::::MRincoming.pl:::::::::::::::Vacation message detected in incoming email: Subject "Out of Office AutoReply: Spider4 GPS-error message ISSUE=813 PROJ =1"

Received: by EXCHANGE

  id <01C571EE.A93A1BC0@EXCHANGE>; Wed, 15 Jun 2013 16:10:30 -0500

Message-ID: <2DD6C7EA5B1AD311A54D0008C7BF6D5801BF023D@EXCHANGE>

From: Francis Regan <Francis.Regan@mycompany.com>

To: My Company Support <techsupport@mycompany.com>

Subject: Out of Office AutoReply: Spider4 GPS-error message ISSUE=813 PROJ

  =1

Date: Wed, 15 Jun 2013 16:10:30 -0500

MIME-Version: 1.0

Content-Type: text/plain;

  charset="iso-8859-1"

 

I will be out of the office on vacation on  Monday June 13, 2013,

returning on Monday June 27, 2013.  If you need immediate technical

support please contact techsupport@mycompany.com.  If you have a Portfolio

question please email portfolio@mycompany.com

 

Sincerely,

 

Francis Regan::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: Footprints has a feature where a project or system administrator can specify certain strings which are commonly used in vacation or out of office email messages.

 

Where: systemLog.txt Search for the string “Vacation message detected”

 

Under Administration -> System -> Email. Under the heading “Incoming Email” there is an item labeled “ ‘Vacation’ Program Filters.” This is probably enabled. Check “Configure the Vacation Email filter” and ensure that the verbiage in the configuration exists in the error message.

 

These email IDs are known to be managed by automated processes – The vacation program for intents and purposes. In terms of their interaction with FootPrints, they are “dangerous” addresses. Because automated processes manage them, they automatically respond upon receiving a message. This automated response can cause a loop of email messages to be exchanged between the Footprints server and the vacationing user’s email box. Footprints is coded to never allow vacation messages to be registered, canceling the chance of the email loop occurring.

 

 

Cleanup:

 

Once the email errors have subsided and messages are flowing again there are a few things that we need to remember to complete to cleanup our troubleshooting process.

 

  • Follow Processing Incoming Emails which resulted in Errors (inmailfile.xxx) to process any emails that were rejected.
  • Delete any debugging files that were created
    • Administration-> System-> Debug Manager-> Check the box at the bottom of the page to delete all the debugging
    • OR
    • Remove all the files in the footprints\etc\debugging directory
  • Disable any debugging that was enabled by going to Administration-> System-> Debug Manager



Other useful articles:


Here are some other great articles written in the communities that can help people troubleshoot common problems:


The Pulse: Blockers, Catchers and Filters – Email Handling in Footprints Service Core

How to edit the default 'email submission failed' message

FootPrints Service Core Append Error(2) - When updating issue via email

Incoming File Too Large for FootPrints Service Core Error

 

 

Thank you again to the team that helped make this article and a big thanks to Dan Santos for a guide on Email troubleshooting which I based most of the article on.


Don't forget to join us for Ask an Expert - Email tomorrow March 14th, 2014 at 12pm E


This document is applicable to Footprints Service Core 11.X and earlier.


 

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This week we will be looking at one of our veteran Footprints Service Core exports, Dan Santos.

profile-image-display.jspa?imageID=11320&size=350

 

Dan started in June of 1998 with tech support supporting a variety of products that have come and gone. During his tenure, one of those products, Footprints, as grown tremendously. Over the years, he has had the opportunity to write documents on various topics, touching on product migration, load balancing and clustering, training materials for new support technicians, and training materials for international technical sales teams. After only a few years as a support technician, his skills gave him the opportunity to become the go-to guy for more and more topics.

 

 

After 11 years on the FootPrints support team, an opening presented itself in the Quality Assurance team for FootPrints and he took it. His experience in working with the customers first hand and knowing the product inside and out provided a very unique perspective into how FootPrints is used and where many pain points were. One of his first projects on the QA team was to develop a performance testing environment for FootPrints. When introduced, it provided development immediate feedback whether their changes were making a positive impact on application performance. He was able to improve the performance of FootPrints in numerous areas of the product.

 

 

After about 3 years on the QA team, he moved to the development team. Since joining the development team, he has primarily worked on fixing bugs reported by tech support. He still occasionally goes back to his roots and helps out tech support, as well as other teams, when they are in a bind.

 

 

In his spare time, Dan enjoys playing the bass guitar, and cycling, as well as occasionally taking over the world in a game of Civilization 5. He have been a Freemason for the past 2 years and enjoys spending time with the brothers of his lodge. Dan recently volunteered to be the webmaster for the lodge web site and is in the process of overhauling the entire site from the ground up. He also volunteers with an organization (http://www.spiritoffreedom.org/) which performs restoration work on aircraft which had been used during the Berlin Airlift after WWII. The organization currently has a Douglas C54E fully restored and touring airshows around the country. The inside of the airplane has been converted into a flying museum and memorial dedicated to the Berlin Airlift. The organization’s current project is restoring a Boeing C-97G and transforming it into a flying museum and classroom, with plans to recount the events that occurred during the Cold War. Our C-97 is only one of two remaining airworthy C-97s in the world.

 

 

Don't forget to join Dan during our Ask an Expert - Email tomorrow March 14th, 2014 at 12pm EST.

Ask an Expert - Email

Posted by Alex Steinwachs Feb 19, 2014
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Good Afternoon Footprint Service Core fans!

 

We just completed the second installment of our Ask an Expert series today (March 14th, 2014) at 12:00pm EST. The topic was email and we were able to get many questions answered. Our very own veteran developer, About the Expert - Dan Santos was the expert for this live Q&A session.

 

Please take a look at The Pulse - Footprints Service Core - Email Troubleshooting to get some FAQ answered.

 

Here is a link the the recorded event:

 

https://bmc.webex.com/bmc/lsr.php?RCID=14c3104e83d843babc9952d388e6f5dc

 

 


 

Here are the questions addressed in the event:

 

Question: What are the best ways to create an HTML template?

 

In order to have the most success with the templates being legible on the recipient’s end, it’s suggested to use simplified HTML to minimize the potential for the recipient’s email client to misinterpret the HTML message.

There are many ways to create templates for the outbound email functionality within FootPrints Service Core. By using commercial editors like Adobe’s Dreamweaver or Coffeecup HTML Editor, or a free editor like KompoZer, you can design an HTML template rather quickly.

Those who are more comfortable diving right in to HTML coding, I suggest a capable editor like Notepad++, Netbeans, or for you UNIX die hards, vi/vim or emacs.

Once you have completed creating the layout of your HTML template using filler text, like the “Lorem ipsum” type text, you will need to replace the text with the appropriate field value variables/data keywords.

Variables/keywords can be found by going into the Administration | Workspace | Mail Preferences |Configure Email Notification Templates. Scroll to the bottom of the page and click the pencil icon next to the “Custom formatting for HTML message” checkbox. In the popup window, there will be a “Click Here” link for the data keywords.   

At times, if I am curious of what the data will look like for each of the keywords, I will do a view source of the keywords popup window, save the source contents, and then upload the saved source as my template. Then I cause an email to be sent.

Once the keywords have been entered into your template, you’ll upload the template to FootPrints in the same place where the link to the keywords is found.    

 

Question: How to make use of the HTML forms? (e.g., to be used on a web site)

 

FootPrints allows for a user to request a pre-built form which comprises a vast majority of the functionality available on a Create Ticket page. This for is requested via email by sending a message to a email box designated for a specific workspace.

Depending on the source of the email (an address known to belong to an agent or not) a form will be sent back matching the capabilities allowed for a create page. For example, when a customer sends in the request email, the form they receive will not show fields they are not allowed to see, like ones available only to agents.

The proper way to request the form is to put the string “HTML Form” into the subject line of the email. If an agent wishes to retrieve the customer version of a form, they can use the string “HTML Form customer”.    

Once the form is received by the requestor, it can be published to any web server like any other web page to be accessed by the end user

Be sure to only publish a customer version of the form for public consumption, as there may be fields and options available in the agent form which may not be appropriate for a customer to manipulate.

 

Question: Can we use ISSUE=, PROJ= in the body of an email?

 

The FootPrints email processor is designed to only look for these specific keywords within the subject line of an email message.

However, the message body *can* include a “Project=y” string on its own line

The ISSUE=x can only be specified in the message subject line, and there is no “message body equivalent” like the Project designation has.

Are there cases where Message-ID header won't work? e.g., mail client doesn't include it (as In-Reply-To header) in reply;

Here is the order of precedence for determining which workspace an email will be destined for:

    1. Project=X  line in message body 
    2. PROJ=X word in subject          
    3. project number in In-Reply-To header
    4. command line argument of "project=x"

 

Question: ISSUE=x PROJ=y – Is it needed at all or is the Message-ID sufficient?

 

Let’s address this in a reverse order, as the follow up question to this one refers to Message-ID mail headers.

The Message-ID header is only used within FootPrints when sending out emails. It is not used in the parsing response email received by FootPrints.

When replying to a FootPrints email, the email client usually will use the Message-ID header to generate an In-Reply-To header, which the FootPrints email processor will try to use for determining which workspace and issue to associate this response with.

Usually, the ISSUE and PROJ identifiers in the subject line are not needed if the email client properly creates the In-Reply-To header.

 

Question: Are there cases where Message-ID header won’t work?

 

In all cases, a simple Message-ID header will not be sufficient for FootPrints to process an inbound email meant to edit an issue. An In-Reply-To header is necessary. If your mail client does not provide an In-Reply-To header, then you must make sure that the email subject contains an ISSUE=x PROJ=y

 

Question: Do change management emails include ISSUE=x PROJ=y ?

 

As long as you include it in the email title when configuring your phase notification and reminder emails, YES

The notification and reminder emails will also include a Message-ID header, so as long as the mail client knows how to produce the                 In-Reply-To header from it, the email subject can do without the ISSUE=x PROJ=y content

 

Question: How flexible is the syntax? can the keywords be changed?

 

Yes, the keywords can be changed by defining them in the MRlocalDefs file.

To change the string defining “ISSUE” add a line to MRlocalDefs like this:

$EMAIL_SUBJECT_KEY_ISSUE   = "DEFECT-ID";

To change the string defining “PROJ” add a line to MRlocalDefs like this:

$EMAIL_SUBJECT_KEY_PROJ   = "WORKSPACE";

 

Question: Lets say Customer A receives an Footprints e-mail notification and forward this to customer B and customer B replies to this e-mail without changing the subject can Footprints be configured that the ticket will be updated with the information of that e-mail?

 

Administration-> Workspace-> Mail Preferences-> Incoming Email-> Edit Issues: Change to Anyone can update any Issue via email.

This will allow customer B to reply regardless if they are currently part of the issue.

 

Question: We use custom formatting for html templates. Now when using German umlaut characters we always fall back to the html code for them. It seems to be the most reliable way of ensuring that the umlaut in every mailclient is really displayed correctly. Is there a way to design the template (and if yes how) so that we can just use e.g. "ä" and not the html code "ä" so that it is displayed in the major mail clients as such? Please note: I already upload them directly into the FP backend, since when uploading via FP frontend FP converts the files to ANSI, even though I uploaded an UTF-8 template. In this context is there a difference when using UTF-8 with or without BOM? (We are running FP on a Windows Server)

 

According to HTML guidelines, all non-ASCII characters should be represented by either their entity code, decimal code, or hex code.

The correct way of representing characters like the “a with umlaut” – ä -  using:

 

  • The entity code: &auml;
  • The decimal code: &#228;
  • The hex code: &#x00E4;

 

There are tables of these codes available here:

http://www.w3schools.com/charsets/ref_html_utf8.asp

 

Question: Since we use custom html templates I was never sure what effect the effect of "Send mail as text" and "Send mail as html" is. Do they have any meaning when we use custom html formatting or can we just uncheck them and it’s the same?

pastedImage_1.png

 

Forgetting the Custom Formatting checkboxes, here is what will happen:

 

Checking only the Send mail as text box:

FootPrints will send only a text version of the email message to the target recipient using the standard FootPrints email template. This will be ideal for mail clients which cannot display html.

 

Checking only the Send mail as html box:

FootPrints will send only an html version of the email message to the target recipient using the standard FootPrints email template. This will produce a message which will only be properly viewable in an html compliant mail browser.

 

Checking both the Send as text and Send as html boxes:

Footprints will send a multi-part mime encoded message with both a text version and an html version of the message using the standard FootPrints email template. If the email client can interpret html, it will usually render the html portion of the message. Otherwise the text portion of the message will be displayed.

 

Using the Custom Formatting checkboxes:

 

If using the Custom formatting for text messages, you must have the Send mail as text box checked. Otherwise the custom message format will not be utilized.

FootPrints will send a text version of the email message to the target recipient using your custom defined email template.

 

If using the Custom formatting for html messages, you must have the Send mail as html box checked. Otherwise the custom message format will not be utilized.

FootPrints will send only an html version of the email message to the target recipient using the custom defined email template.

 

If using Custom formatting for text *and* html messages, you must have both Send mail as text and as html boxes checked. Otherwise neither custom message format will be utilized.

Footprints will send a multi-part mime encoded message with both a text version and an html version of the message using the custom templates defined.

 

Question: We have several workspaces with many users. Not all users are members of all workspaces. If a user is not a member any workspace then they can submit issues. If they are granted a userid with access to another workspace they lose the ability to submit issues to the first workspace. How can we allow people to submit requests regardless of their role in other workspaces?

 

As I understand this, a person is not associated with any user IDs within the FootPrints application, and in this case these people can submit requests to PROJ1 without issue. As soon as a person is granted an ID in some other workspace (PROJ2, for example) they are no longer allowed to submit emails into PROJ1.

I believe that this is due to the way that credentials are handled with regards to rights/permissions in workspaces.

    • When a user ID is created, an email address is associated with the ID, as well as a default workspace (and additional workspaces where they will have access).
    • If the user ID is only added to PROJ2, FootPrints will then restrict all access to other workspaces, even via email, because there would be no explicit access granted to other workspaces.

 

The only way I can see this working properly is when adding a user to PROJ2, go into System Administration | User Management and edit their user account, adding PROJ1 to the list of “Selected workspaces”. Then set their role in the PROJ1 workspace to be a Customer which has rights to submit.

 

Question: What are some favorite useful email hacks for the MRlocalDefs file?

 

$BOUNCE_BLOCKED_INCOMING_MAILS = 'webmaster@company.com';

This will send  webmaster@company.com an email consisting of the message which FootPrints had blocked for whatever reason.

 

$MRLD_HEADERS_TO_DESCRIPTION = 1;

SYSTEM WIDE OPTION - This will put the email headers from incoming mail messages into the description of the ticket.

 

$MRLD_HEADERS_TO_DESCRIPTION{PROJ_NUMBER} = 1;

PER WORKSPACE OPTION - This will put the email headers from incoming mail messages into the description of the ticket only in the workspace denoted by PROJ_NUMBER.

 

$EMAIL_MARKER_LINE = ' New reply above this line message';

$EMAIL_MARKER_LINE_EXTRA = 'Second line below the first';

SYSTEM WIDE OPTION - Change the wording of "When replying, type your text above this line."

 

$NO_EMAIL_MARKER =1;

SYSTEM WIDE OPTION - Remove  "When replying, type your text above this line."

 

Question: What are some strategies for formatting mail according to role when there are multiple agent roles or multiple customer roles?

 

We don’t have per-role email formatting functionality within the application, which makes it difficult to provide suggestions or strategies. You might be able to accomplish the workflow through escalation templates and notifications.

 

Question: I have configured FootPrints with custom HTML formatting. I have also created status based templates. For some statusses I don't want an e-mail to be sent. What happens now is when agents 'overrule' the standard , by marking send email to: fields there is an almost empty email sent out. How can i prevent this from happening?

 

You need to upload a template to the "master template". Switch the template type back to a single template regardless of status, upload a template to that, then switch it back to the multi-status template. If a status does not have a template defined it will us the one we just uploaded.

 

To prevent users from sending emails for certain statuses you need to disable that user role from sending notifications entirely then use escalations to send emails.

 

 

 

Thank you again to everyone who participated in the event. Please feel free to PM me with any feedback you might have.

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Footprints Service Core 11.6.01 is now available!

 

Please check our product update page for additional information and downloads.

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Good Afternoon fellow Service Core followers! This is the fist pulse blog I have done and hope to make it a regular occurrence. I wanted to focus on what KB Articles people are using and viewing the most.

 

Here are the articles people are looking at most.

 

Article NumberTitle and Link
5981 Downloading and licensing FootPrints Service Core 11.x
6735 Cumulative patch for FootPrints Service Core 11.6
6695 Information about upgrading to FootPrints Service Core 11.6
4984 Migration of FootPrints version 10.x/11.x to a new server using the migration tool
5830 How to find your FootPrints license code and install your FootPrints license
5922 What to know before upgrading to FootPrints Service Core 11.x from FootPrints version 10.0.2 or prior
5552 Executive Dashboard Tomcat configuration and deployment strategies
5269 Backing up and restoring an MS SQL Footprints database for purposes of migration
6474 Cumulative patch for FootPrints Service Core 11.5.1
4886 PerlEx/FastCGI implementation instructions

 

 

I also wanted to give you my top articles I give out to people. These are links I keep bookmarked and use often but they are not showing on the top 10 articles.

 

5562 - Executive Dashboard troubleshooting steps

 

I find this article resolves most people's problem with the Executive Dashboard. Either they did migrated a server or changes a service account's password, the Executive Dashboard is overlooked.

 

25994 - How to Enable and Capture Email Debugging

 

Myrianthe Marton wrote a great article on how to enable email debugging. If you are experiencing email problems the first step should be to enable this and review the logs. Many times an error with an easy solution is generated (like invalid username or password). Customer should keep this process on hand to reduce potential downtime.

 

4489 -  How to create a new administrator login in Asset Core

and

26085 - Quick best practices for setting up Security Profiles

 

I know this isn't a Client Management article but all customer who integrate the two together should read this. The Article guides you how to setup an Asset Core administrator so they have full control. You can then reduce the administrator's access using Terry Hartup's guide.

 

25812 - Installer hangs at a blank white screen

 

I use this article for two things. First, to troubleshoot the problem it describes. Many people creating a new install of Footprints (like for a test server) get this error. I also use to troubleshoot people's database problems. It outline a map of exactly how the database needs to be configured so Footprints can run properly. Used in conjunction with 5269 (in the top 10) most database problems can be resolved.

 

Ill be using What subject would you like more content on? to determine what topics to cover with future content.

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Our sales team is having a live demo of Footprints today at Noon eastern. I figured some of our communities members might get some value to see how another environment is setup. It could give you some ideas.

 

BMC FootPrints Webinar: IT Service Management that Puts People First

 

Feel free to register and join.

 

The event is now over. Thank you everyone who attended.

Ask a Developer

Posted by Alex Steinwachs Nov 22, 2013
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Good Evening BMC Communities!

 

We are excited to bring a new series to our users. We are looking to get people's How and Why questions answered

so we are bringing our development team to the communities. This new series, Ask a Developer, will make available

our development team to answer questions about a specific topic.

 

David Pinkowitz had offered to be our first guest speaker. For this first one, we are going to be covering the

Topic of 'Automated Workflow' in Footprints FootPrints service desk 11.6. A look under the covers of the Automated Workflow

features such as Escalations, Auto Fields, Auto Assignment, Auto Run reports and more...

 

You can join us to get a question answered or to just enjoy the show. Everyone is invited!

 

This session took place over a WebEx on Tuesday December 3rd at 12:00pm EST (GMT-5).

 

We will have the recording and Q/A up later today.

 

Here is a link to the session from earlier today:


https://bmc.webex.com/bmc/lsr.php?RCID=5eda7c841e6f786d7837c77cdfe07104

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