Hi ,
Please find below information for Troubleshooting RBE, hope it will help you
BMC Rule Based Email (RBE) - Troubleshooting
* AR Email Engine is installed and the service is running
* Integration between Inbound Email and AR System Email is installed (
lookup Share:Application_Interface)
* Ensure that the Inbound Rule Engine is enabled
* Check "AR System Email Error Logs" form for any errors
* Check the email id from which the email is being sent is a valid email id
in People form.
* Check that the subject of the email is not one those configured to be
rejected ( eg Auto-replies)
* Check "AR System Email Message" form and "RBE:Message" form to ensure
that the email has reached here
* Check RBE:Transaction form for any error. If all is fine, you will get
the incident# in there
* Check the Filter log for any error
* Check the Server Plugin Entries related to RBE in the ar.cfg file and
referring to 9999 Java Plugin Port.
* Check the pluginsvr_config.xml file in the AR Server Installation\plugin
Directory to see if the Plugin Entries with respect to RBE is present.
Stuck E-Mail
If for some reason, you have e-mails that failed to send, you can mark them to
be resent.
* First off you need to resolve the issue in which caused the e-mails to
fail.
* There are two forms you need to deal with:
* RBE-Transactions - shows the status of the e-mail processing.
* RBE-Messages - Contains the actual e-mail message.
* On the RBE-Transaction form, delete the transaction for this associated
e-mail message.
* On the RBE-Messages form, you need to modify two fields:
* Field 1 - "Value"
* Field 2 - "Value"
* Hitting save will re-process the message again.
Regards,
Subhash Sonwane
Mobile: +91 - 9860340274
E-mail: ssonw...@columnit.com<mailto:ssonw...@columnit.com>
Column Technologies | BMC Software Worldwide Top Solution Partner
301 / 302 Corporate Plaza, Senapati Bapat Road | Pune, 411016 |
www.columnit.com<../../../../../sstaniszewski/AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/3PJ5VNJF/www.columnit.com>
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: 17 February 2014 10:31:PM
To: arslist@ARSLIST.ORG
Subject: Re: 8.1 RBE Documentation
**
Hi Shawn,
Is this RBE something that is ITSM? We're on 8.1 and I do not find anything
looking like RBE. What is the form name?
Thanks,
Susan
On Mon, Feb 17, 2014 at 8:54 AM, Pierson, Shawn
<shawn.pier...@energytransfer.com<mailto:shawn.pier...@energytransfer.com>>
wrote:
**
So we've been on 8.1 for a few weeks now (I should post an update to the Mid
Tier issues thread, it's mostly working for me now.) We ripped out our
fully-functional custom email processing code to use the Rules Based Email
stuff that was added in 8.1. It seems to work most of the time, but it's
mostly undocumented and difficult to troubleshoot.
Is anyone else using this 8.1 functionality and has more thorough documentation
than BMC provides? Specifically, I'm looking for information on how to
troubleshoot the RBE, and what to do when a failure occurs and how you can
resubmit an email. For example, I found a failure that was due to the email
address being incorrect in the People record, so I updated the People record
and would like to go re-submit the email to process. On the RBE:Message form
there's a Status field that you would think you should be able to set back to
"New" and it would trigger the workflow, but without looking at it my guess is
that the filters only trigger on submit.
I'm planning on running some logs so I can try to fix BMC's code, but if anyone
has any documentation on how things should work, please share it with me so I
don't end up reinventing the wheel, fire, etc.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
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