Connect with Remedy – Troubleshooting Email Engine Issues Webinar Q&A

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    https://www.youtube.com/c/BMCRemedyandDiscovery

    Presentation References

     

    How to Enable TLS on the Email Engine - KA 000015148

     

    Email Connectivity Test Utility - KA 000129255

     

    How to Clean up the Email Messaging forms to Improve Performance - KA 000161655

     

    Enabling the APIRECORDING logs for Email Engine - KA 000160986

     

    Enabling Debug Logs for Email Engine - KA 000101104

     

     

    Q&A

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    Q: What other more preferred/secure methods for incoming email accounts? Pop3 is not the greatest.

     

    A: MAPI protocol is another option, with POP3/IMAP can enable SSL or TLS.  Also check KA Number 000058003 - Can we connect Remedy Email Engine to Microsoft Cloud E-mail using EWS

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    Q: Be aware: Exchange 2016 eliminates MAPI as a protocol !

     

    A: Microsoft still supports POP3 and IMAP4

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    Q: How do we make email engine "listen" to new email records in 'AR System Email Messages' rather than having it poll?

     

    A: No, current design only used polling.

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    Q: Can we put 1 second in the Polling interval so that it constantly polls? Will it adversely impact the performance?

     

    A: It is not recommended to put 1 second. We have seen this cause a problem with threading. This was not considered to be a product issue since 1 second is an unreasonable setting. In the Webinar, Doug mentioned setting it as low as 15-30 seconds.

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    Q: Is TLS 1.2 supported?

     

    A: TLS is supported by java so you just need to make sure java verison you are using supports TLS 1.2.

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    Q: Is there a way for the email.sh_log to wrap?

     

    A: No, there is no option for this

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    Q: Can number of backup log files be configured to withstand restarts? We get one backup log file and it is overwritten each restart.

     

    A: Currently you cannot configure the number of backup log files.

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    Q: Can we have 'Active-Active' email engine setup versus failovers? As per ranking form, we can only assign 1 server as primary..is my understanding correct?

     

    A: multiple email engines can be running but each mailbox can only be run on one server at a time.

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    Q: Approval from mobile device is not working and approval from outlook is working for same user, why?

     

    A: Do you see modify key when user click on approve/reject button? One common problem is some mail client remove ## which is used for Modify keyword. You can try change com.bmc.arsys.emaildaemon.ModifyKeyCharacter property to @@ and see if it helps.  If not open a support case for the issue.

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    Q: How to delete mass amounts of email records?

     

    A: See https://communities.bmc.com/thread/146197 or http://remedylegacy.com/tools/delete-requests/

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    Q: What is a max capacity of incoming and outgoing mail server?

     

    A: there is no defined max limit and each polling limit is defiined in "com.bmc.arsys.emaildaemon.IncomingConnectionRecycleSize" for incoming and "com.bmc.arsys.emaildaemon.SendEmailSetSize" for outgoing.

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    Q: Can you show a Severe example in the email.log?

     

    A: Here is an excerpt that shows SEVERE, FINE, FINEST, and INFO types.

     

    <EML> <TID: 49> <SEVERE > <LoggingModule> /* Mon Nov 26 2018 19:56:40.250 */ No field values were specified for submit or modify operation. Specify values for the action. . Email ID: incoming/Admin Inbox

    <EML> <TID: 49> <INFO > <ReceiverModule> /* Mon Nov 26 2018 19:56:40.250 */ *****Receiver [Thread[AGGAA5V0H3C5UAO38K2BO2MZETTE9G,5,Receiver Module]] Trying to open a mailbox connection.

    <EML> <TID: 49> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:40.250 */ Came in initializeIncommingMailbox for mailbox incoming/Admin Inbox @ time 2018-11-26 19:56:40.25

    <EML> <TID: 49> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:40.250 */ Attempting to Login to incomming mailbox outlook.office365.com, MailBox Name = incoming/Admin Inbox

    <EML> <TID: 42> <SEVERE > <LoggingModule> /* Mon Nov 26 2018 19:56:40.293 */ No field values were specified for submit or modify operation. Specify values for the action. . Email ID: incoming/Employee Inbox

    <EML> <TID: 42> <INFO > <ReceiverModule> /* Mon Nov 26 2018 19:56:40.293 */ *****Receiver [Thread[AGGAA5V0H3C5UAO38KJPO2MZC6TBRH,5,Receiver Module]] Trying to open a mailbox connection.

    <EML> <TID: 42> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:40.293 */ Came in initializeIncommingMailbox for mailbox incoming/Employee Inbox @ time 2018-11-26 19:56:40.293

    <EML> <TID: 42> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:40.293 */ Attempting to Login to incomming mailbox outlook.office365.com, MailBox Name = incoming/Employee Inbox

    <EML> <TID: 52> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:40.803 */ Successfully Logged into incomming mailbox outlook.office365.com, MailBox Name = incoming/Solutions Inbox

    <EML> <TID: 46> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:40.910 */ Came in initializeIncommingMailbox for mailbox incoming/Support Inbox @ time 2018-11-26 19:56:40.91

    <EML> <TID: 46> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:40.910 */ Attempting to Login to incomming mailbox outlook.office365.com, MailBox Name = incoming/Support Inbox

    <EML> <TID: 49> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:41.036 */ Successfully Logged into incomming mailbox outlook.office365.com, MailBox Name = incoming/Admin Inbox

    <EML> <TID: 42> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:41.150 */ Successfully Logged into incomming mailbox outlook.office365.com, MailBox Name = incoming/Employee Inbox

    <EML> <TID: 52> <INFO > <ReceiverModule> /* Mon Nov 26 2018 19:56:41.169 */ Incoming message queue size: 0, MailBox Name = incoming/Solutions Inbox

    <EML> <TID: 49> <INFO > <ReceiverModule> /* Mon Nov 26 2018 19:56:41.310 */ Incoming message queue size: 0, MailBox Name = incoming/Admin Inbox

    <EML> <TID: 42> <INFO > <ReceiverModule> /* Mon Nov 26 2018 19:56:41.443 */ Incoming message queue size: 0, MailBox Name = incoming/Employee Inbox

    <EML> <TID: 46> <SEVERE > <LoggingModule> /* Mon Nov 26 2018 19:56:42.542 */ Could not connect to Email server Name/IP :outlook.office365.com because of Authentication Failed. Mailbox Configuration used: Email Server Type :IMAP4 , Email Server Port :993 , Email Server User name :Employee.Center@mydomain.com, Email Server Requires SSL :YES . Email ID:

    <EML> <TID: 46> <SEVERE > <com.sun.mail.imap.IMAPStore> /* Mon Nov 26 2018 19:56:42.542 */ AUTHENTICATE failed. . Email ID:

    <EML> <TID: 46> <INFO > <ReceiverModule> /* Mon Nov 26 2018 19:56:42.542 */ *****Receiver [Thread[AGGAA5V0H3C5UAP737F8P6661NKDB3,5,Receiver Module]] Attempt : 2 failed to open a store will retry after one minute.

    <EML> <TID: 38> <INFO > <LoggingModule> <CreatorModule.java:303> /* Mon Nov 26 2018 19:56:42.967 */ Entering

    <EML> <TID: 38> <FINEST > <LoggingModule> <CreatorModule.java:347> /* Mon Nov 26 2018 19:56:42.967 */ [Thread[AGGAA5V0H3C5UAP73730P66696KDCU,5,Creator Module]] DoMessageQ Begin

    <EML> <TID: 38> <INFO > <LoggingModule> <CreatorModule.java:671> /* Mon Nov 26 2018 19:56:42.967 */ Entering

    <EML> <TID: 38> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:42.972 */ [Thread[AGGAA5V0H3C5UAP73730P66696KDCU,5,Creator Module]]Querying the AR System Server for new outgoing emails. MailBox Name = outgoing/Employee Outgoing

    <EML> <TID: 38> <FINE > <LoggingModule> /* Mon Nov 26 2018 19:56:42.976 */ [Thread[AGGAA5V0H3C5UAP73730P66696KDCU,5,Creator Module]]Total number of emails to send are: 0, MailBox Name = outgoing/Employee Outgoing

    <EML> <TID: 38> <INFO > <LoggingModule> <CreatorModule.java:778> /* Mon Nov 26 2018 19:56:42.976 */ Exiting

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