6 Replies Latest reply on Jan 16, 2018 5:21 AM by Monika Bhalla

    Remedy 9.1 Upgrade | Email Based approval Issues

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      Hello Experts,


      We have upgraded to Remedy version 9.1 from 8.0 for all remedy applications (AR+CMDB+SRM+ITSM+SLM)

      We have a few issues while configuring email based approvals:


      1. We have configured email based approvals referring the below link


      but our SRM email based approvals are not working and we are receiving plain approval emails without Approve/Reject buttons, however our Change Management approvals do show the buttons.


      2. For Change related email based approvals, we do not get confirmation email of approval/reject when approve/reject email is sent to the system.


      3. We applied hotfix from for Delete Outgoing Notification Messages option is set to Yes, defect Id : SW00447474 and KA394892.


      4. SW00447470 When the Incoming and Outgoing Email Message boxes have different email IDs, the system does not receive approval actions sent via email KA394917.


      After the applying the hotfixes our email engine is not running and are getting below error while starting email engine process.

      checking BMC Remedy Email Engine ...

      Exception in thread "main" java.lang.NoSuchMethodError: com.bmc.arsys.emaildaemon.EmailUtil.getSysOutFormatter()Ljava/lang/String; at com.bmc.arsys.emaildaemon.AdminAgent.main(AdminAgent.java:112)

      BMC Remedy Email Engine is not running


      Environmental Details:

      Database Version : Oracle 12c

      Database Client : Oracle 11g R2

      AR System Version / Patch : 8.0 SP2

      Mid-Tier Information : Tomcat

      Browser Configuration : IE 8

      SRM Ver / Patch : 8.0 SP1

      ITSM Version / Patch : 8.0 SP1

      CMDB Version / Patch : 8.0 SP1


      AIE Ver. : 8.0 


      Please help on this issue.