--_000_140326781578827255ugaedu_ Content-Type: text/plain; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable
(Sorry - look like outlook issue struck me too.) Tauf, I also wonder if you separate the requests & bulk mail into 2 mailboxes, if= you can control the order of which is polled first so that on each polling= interval the request box would be polled first. Don=92t know what contro= ls polling order =96 name, create date of mailbox configuration record, or = what. But maybe that would save you maintaining more than 1 email engine. David David Durling University of Georgia David Durling 706-542-0223 Enterprise IT Services durl...@uga.edu<mailto:durl...@uga.edu> University of Georgia ________________________________ From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> = on behalf of Tauf Chowdhury <taufc...@gmail.com> Sent: Thursday, June 19, 2014 9:40 PM To: arslist@ARSLIST.ORG Subject: Re: Multiple incoming email boxes ** Thanks Randeep! Lots of good info here. I'll check it out and report back. Sent from my iPhone On Jun 19, 2014, at 9:28 PM, Randeep Atwal <ratwals...@gmail.com<mailto:rat= wals...@gmail.com>> wrote: ** Hi Tauf, I had faced a similar problem in the past. Upwards of 30 mailboxes across = different departments. We did have just one email engine configured for al= l of them, but ran into large latency since it would go through them all se= rially, meaning that mailboxes with 1 or 2 unread messages could take a rea= lly long time to arrive since the email engine goes through each one serial= ly, and there would be some high volume 'bulk' type email boxes; pretty muc= h what you are describing. Here are a bunch of performance tips to speed up email processing in genera= l. This may help significantly with your issue. https://communities.bmc.com/docs/DOC-18514 However, if it is still not good enough for your customers, and you want to= get the best possible throughput, (i.e. process in parallel) yes you can i= nstall multiple email engines on a single server in seperate directories or= install multiple on a seperate server or even a set of servers. You want = to determine how to dothis based on available memory and cpu for each serve= r, but in your case with just two incoming email inboxes, two email engine = instances on the same machine should be fine. I would avoid putting email = engine as a service in a server group if you do this, and also recommend ke= eping email startup seperate from arsystem startup. After installing, and before starting it, you need to edit the emaildaemon.= properties for each instance to tell it which mailboxes it is responsible f= or. I think the installer will ask you for your target arserver name durin= g install, but the emaildaemon.properties also holds this information. com.remedy.arsys.emaildaemon.Mailboxes=3D If you run multiple email engines for a single server, this setting specifies which mailboxes this email engine should process. The value should contain comma-separated mailbox names. If the value is empty, the email engine processes all of the mailboxes configured for the server. If the value is not empty, the email engine processes the specified mailboxes only. HTH Thanks Randeep On Thu, Jun 19, 2014 at 7:34 PM, Grooms, Frederick W <frederick.w.grooms@xo= .com<mailto:frederick.w.gro...@xo.com>> wrote: Just use the one Email Engine and put multiple mailboxes in the Email Confi= guration form. On Startup the engine reads the configuration and sets up t= he necessary threads. I don't think there is a way for an Email Engine to specify which mailboxes= it will process (You can specify which servers, but I don't think you can = go any deeper than that so it is an all-mailboxes on the server or none). Fred -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIS= T.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Tauf Chowdhury Sent: Thursday, June 19, 2014 6:11 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Multiple incoming email boxes Right, but my question is more on the how to set it up on the server itself= or if I should use multiple servers each with it's own instance of the ema= il engine. That's where I'm fuzzy and the documentation isn't there either. Sent from my iPhone -----Original Message----- > On Jun 19, 2014, at 6:18 PM, "Grooms, Frederick W" wrote: > > If you set up separate inbound mailboxes, each mailbox should have its ow= n threads > > Fred > > -------- Original message -------- > From: Action Request System discussion list(ARSList) [mailto:arslist@ARSL= IST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Tauf Chowdhury > Sent: Thursday, June 19, 2014 4:53 PM > To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> > Subject: Re: Multiple incoming email boxes > > ** > Thanks Shawn. Let me elaborate further on the issue. > Right now, there's a single email address. This email is receiving both u= ser requests and also what we call "bulk requests" from event management sy= stems etc... So what is happening now is that the bulk requests which are h= igh in number are being processed ahead of the user requests because of the= order that they come in. This is leading to the user experiencing a delay = in their ticket being generated. That is the crux of the issue that we are = trying to figure out the best approach to. Logically, we thought that sendi= ng the bulk requests to a separate email address/mailbox and processing the= m separately would help. That is why I am trying to set up multiple boxes. > > -------- Original message -------- > On Thu, Jun 19, 2014 at 4:27 PM, Pierson, Shawn wrote: > ** > The easiest way to do it is that I have distribution lists with just the = inbound Remedy email account, and filter the incoming emails based on those= . > > For example, I may have remedyservert...@blah.com<mailto:remedyserverteam= @blah.com> and remedyserviced...@blah.com<mailto:remedyserviced...@blah.com= > as two distribution lists that both contain only the remedym...@blah.com<= mailto:remedym...@blah.com> account. When an email to either of those are = sent in (where you have to look at not just the To: line but the CC: line),= Remedy has RBE rules to process them and create an Incident with a Templat= e for the Server team, Service Desk, or whatever. Since inbound email uses= Outlook profiles it seems like it might be kind of tricky or at least less= stable to set up multiple instances on a single server so I=92ve never gon= e with that approach. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > -------- Original message -------- > From: Action Request System discussion list(ARSList) [mailto:arslist@ARSL= IST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Tauf Chowdhury > Sent: Thursday, June 19, 2014 3:22 PM > To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> > Subject: Multiple incoming email boxes > > ** > All, > What is the best way to configure the email engine on the server side? I = know you can set up multiple inbound email records in the Email config form= but I'm more interested on the server side. Do I have to have multiple ema= il engine services installed on the same box? Can I install the email engin= e on 2 separate servers? > Thanks.. > > > -- > Tauf Chowdhury ___________________________________________________________________________= ____ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslis= t.org> "Where the Answers Are, and have been for 20 years" _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" --_000_140326781578827255ugaedu_ Content-Type: text/html; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable ** <html> <head> <meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3DWindows-1= 252"> <style type=3D"text/css" style=3D"display:none"><!--P{margin-top:0;margin-b= ottom:0;} .ms-cui-menu {background-color:#ffffff;border:1px rgb(171, 171, 1= 71) solid;font-family:'Segoe UI WPC','Segoe UI',Tahoma,'Microsoft Sans Seri= f',Verdana,sans-serif;font-size:10pt;color:rgb(51, 51, 51);} .ms-cui-menuse= ction-title {display:none;} .ms-cui-ctl {vertical-align:text-top;text-decor= ation:none;color:rgb(51, 51, 51);} .ms-cui-ctl-on {background-color:rgb(223= , 237, 250);opacity: 0.8;} .ms-cui-img-cont-float {display:inline-block;mar= gin-top:2px} .ms-cui-smenu-inner {padding-top:0px;} .ms-owa-paste-option-ic= on {margin: 0px 6px 0px 6px;vertical-align:middle!important;padding-bottom:= 2px;display:inline-block;} .ms-rtePasteFlyout-option:hover {background-col= or:rgb(223, 237, 250) !important;opacity:1 !important;} .ms-rtePasteFlyout-= option {padding:8px 4px 8px 4px;outline:none;} .ms-cui-menusection {float:l= eft; 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margin-bottom:0} --> --></style> </head> <body dir=3D"ltr"> <div id=3D"OWAFontStyleDivID" style=3D"font-size:12pt;color:#000000;backgro= und-color:#FFFFFF;font-family:Calibri,Arial,Helvetica,sans-serif;"> <!--[if gte mso 9]><xml>=0A= <w:WordDocument>=0A= <w:View>Normal</w:View>=0A= <w:Zoom>0</w:Zoom>=0A= <w:TrackMoves/>=0A= <w:TrackFormatting/>=0A= <w:PunctuationKerning/>=0A= <w:ValidateAgainstSchemas/>=0A= <w:SaveIfXMLInvalid>false</w:SaveIfXMLInvalid>=0A= <w:IgnoreMixedContent>false</w:IgnoreMixedContent>=0A= <w:AlwaysShowPlaceholderText>false</w:AlwaysShowPlaceholderText>=0A= <w:DoNotPromoteQF/>=0A= <w:LidThemeOther>EN-US</w:LidThemeOther>=0A= <w:LidThemeAsian>X-NONE</w:LidThemeAsian>=0A= <w:LidThemeComplexScript>X-NONE</w:LidThemeComplexScript>=0A= <w:Compatibility>=0A= <w:BreakWrappedTables/>=0A= <w:SnapToGridInCell/>=0A= <w:WrapTextWithPunct/>=0A= <w:UseAsianBreakRules/>=0A= <w:DontGrowAutofit/>=0A= <w:SplitPgBreakAndParaMark/>=0A= <w:EnableOpenTypeKerning/>=0A= <w:DontFlipMirrorIndents/>=0A= <w:OverrideTableStyleHps/>=0A= </w:Compatibility>=0A= <w:BrowserLevel>MicrosoftInternetExplorer4</w:BrowserLevel>=0A= <m:mathPr>=0A= <m:mathFont m:val=3D"Cambria Math"/>=0A= <m:brkBin m:val=3D"before"/>=0A= <m:brkBinSub m:val=3D"--"/>=0A= <m:smallFrac m:val=3D"off"/>=0A= <m:dispDef/>=0A= <m:lMargin m:val=3D"0"/>=0A= <m:rMargin m:val=3D"0"/>=0A= <m:defJc m:val=3D"centerGroup"/>=0A= <m:wrapIndent m:val=3D"1440"/>=0A= <m:intLim m:val=3D"subSup"/>=0A= <m:naryLim m:val=3D"undOvr"/>=0A= </m:mathPr></w:WordDocument>=0A= </xml><![endif]--> <p class=3D"MsoNormal">(Sorry - look like outlook issue struck me too.)</p> <p class=3D"MsoNormal"><br> <span style=3D"font-size:11.0pt;font-family:"Calibri","sans-= serif";=0A= color:#1F497D"></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca= libri","sans-serif";=0A= color:#1F497D">Tauf,</span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca= libri","sans-serif";=0A= color:#1F497D"> </span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca= libri","sans-serif";=0A= color:#1F497D">I also wonder if you separate the requests & bulk mail i= nto 2 mailboxes, if you can control the order of which is polled first so t= hat on each polling interval the request box would be polled first. Don=92t know what contr= ols polling order =96 name, create date of mailbox configuration record, or= what. But maybe that would save you maintaining more than 1 email en= gine.</span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca= libri","sans-serif";=0A= color:#1F497D"> </span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca= libri","sans-serif";=0A= color:#1F497D">David</span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca= libri","sans-serif";=0A= color:#1F497D"> </span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca= libri","sans-serif";=0A= color:#1F497D">David Durling</span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca= libri","sans-serif";=0A= color:#1F497D">University of Georgia</span></p> <!--[if gte mso 9]><xml>=0A= <w:LatentStyles DefLockedState=3D"false" DefUnhideWhenUsed=3D"true"=0A= DefSemiHidden=3D"true" DefQFormat=3D"false" DefPriority=3D"99"=0A= LatentStyleCount=3D"267">=0A= <w:LsdException Locked=3D"false" Priority=3D"0" 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font-size:10.0pt;=0A= font-family:"Times New Roman","serif";}=0A= </style>=0A= <![endif]--> <p><br> </p> <div> <p><br> </p> <style id=3D"owaTempEditStyle" type=3D"text/css"> <!-- body {font-family:T= ahoma; font-size:13px} --> </style><style id=3D"owaParaStyle" type=3D"text= /css"> <!-- p {margin-top:0; margin-bottom:0} --> </style> <div style=3D"font-family:Tahoma; font-size:13px">David Durling = &nb= sp; 706-542-0223 <br> Enterprise IT Services <a class=3D"moz-txt-link-abbreviat= ed" href=3D"mailto:durl...@uga.edu";> durl...@uga.edu</a><br> University of Georgia </div> </div> <div style=3D"color: rgb(40, 40, 40);"> <hr tabindex=3D"-1" style=3D"display:inline-block; width:98%"> <div id=3D"divRplyFwdMsg" dir=3D"ltr"><font style=3D"font-size:11pt" color= =3D"#000000" face=3D"Calibri, sans-serif"><b>From:</b> Action Request Syste= m discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Tauf Ch= owdhury <taufc...@gmail.com><br> <b>Sent:</b> Thursday, June 19, 2014 9:40 PM<br> <b>To:</b> arslist@ARSLIST.ORG<br> <b>Subject:</b> Re: Multiple incoming email boxes</font> <div> </div> </div> <div>** <div>Thanks Randeep! Lots of good info here. I'll check it out and report b= ack. <br> <br> Sent from my iPhone</div> <div><br> On Jun 19, 2014, at 9:28 PM, Randeep Atwal <<a href=3D"mailto:ratwalster= @GMAIL.COM">ratwals...@gmail.com</a>> wrote:<br> <br> </div> <blockquote type=3D"cite"> <div>** <div dir=3D"ltr">Hi Tauf, <div><br> </div> <div>I had faced a similar problem in the past. Upwards of 30 mailbox= es across different departments. We did have just one email engine co= nfigured for all of them, but ran into large latency since it would go thro= ugh them all serially, meaning that mailboxes with 1 or 2 unread messages could take a really long time to arrive since = the email engine goes through each one serially, and there would be some hi= gh volume 'bulk' type email boxes; pretty much what you are describing.</di= v> <div><br> </div> <div>Here are a bunch of performance tips to speed up email processing in g= eneral. This may help significantly with your issue.</div> <div><br> </div> <div><a href=3D"https://communities.bmc.com/docs/DOC-18514";>https://communi= ties.bmc.com/docs/DOC-18514</a><br> </div> <div><br> </div> <div>However, if it is still not good enough for your customers, and you wa= nt to get the best possible throughput, (i.e. process in parallel) yes you = can install multiple email engines on a single server in seperate directori= es or install multiple on a seperate server or even a set of servers. You want to determine how to dothis= based on available memory and cpu for each server, but in your case with j= ust two incoming email inboxes, two email engine instances on the same mach= ine should be fine. I would avoid putting email engine as a service in a server group if you do this, and also recom= mend keeping email startup seperate from arsystem startup.</div> <div><br> </div> <div>After installing, and before starting it, you need to edit the emailda= emon.properties for each instance to tell it which mailboxes it is responsi= ble for. I think the installer will ask you for your target arserver = name during install, but the emaildaemon.properties also holds this information.</div> <div><br> </div> <div> <div>com.remedy.arsys.emaildaemon.Mailboxes=3D</div> <div>If you run multiple email engines for a single server, this setting&nb= sp;</div> <div>specifies which mailboxes this email engine should process. The <= /div> <div>value should contain comma-separated mailbox names. If the </div> <div>value is empty, the email engine processes all of the mailboxes <= /div> <div>configured for the server. If the value is not empty, the email <= /div> <div>engine processes the specified mailboxes only.</div> </div> <div><br> </div> <div>HTH</div> <div><br> </div> <div>Thanks</div> <div><br> </div> <div>Randeep</div> </div> <div class=3D"gmail_extra"><br> <br> <div class=3D"gmail_quote">On Thu, Jun 19, 2014 at 7:34 PM, Grooms, Frederi= ck W <span dir=3D"ltr"> <<a href=3D"mailto:frederick.w.gro...@xo.com"; target=3D"_blank">frederic= k.w.gro...@xo.com</a>></span> wrote:<br> <blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex; border-left:1= px #ccc solid; padding-left:1ex"> Just use the one Email Engine and put multiple mailboxes in the Email Confi= guration form. On Startup the engine reads the configuration and sets= up the necessary threads.<br> <br> I don't think there is a way for an Email Engine to specify which mailboxes= it will process (You can specify which servers, but I don't think you can = go any deeper than that so it is an all-mailboxes on the server or none).<b= r> <br> Fred<br> <div class=3D""><br> -----Original Message-----<br> From: Action Request System discussion list(ARSList) [mailto:<a href=3D"mai= lto:arslist@ARSLIST.ORG">arslist@ARSLIST.ORG</a>] On Behalf Of Tauf Chowdhu= ry<br> </div> <div class=3D"">Sent: Thursday, June 19, 2014 6:11 PM<br> To: <a href=3D"mailto:arslist@ARSLIST.ORG";>arslist@ARSLIST.ORG</a><br> Subject: Re: Multiple incoming email boxes<br> <br> </div> <div class=3D"">Right, but my question is more on the how to set it up on t= he server itself or if I should use multiple servers each with it's own ins= tance of the email engine. That's where I'm fuzzy and the documentation isn= 't there either.<br> <br> Sent from my iPhone<br> <br> </div> -----Original Message-----<br> <div class=3D"">> On Jun 19, 2014, at 6:18 PM, "Grooms, Frederick W= " wrote:<br> ><br> > If you set up separate inbound mailboxes, each mailbox should have its= own threads<br> ><br> > Fred<br> ><br> > -------- Original message --------<br> > From: Action Request System discussion list(ARSList) [mailto:<a href= =3D"mailto:arslist@ARSLIST.ORG";>arslist@ARSLIST.ORG</a>] On Behalf Of Tauf = Chowdhury<br> > Sent: Thursday, June 19, 2014 4:53 PM<br> > To: <a href=3D"mailto:arslist@ARSLIST.ORG";>arslist@ARSLIST.ORG</a><br> > Subject: Re: Multiple incoming email boxes<br> ><br> > **<br> > Thanks Shawn. Let me elaborate further on the issue.<br> > Right now, there's a single email address. This email is receiving bot= h user requests and also what we call "bulk requests" from event = management systems etc... So what is happening now is that the bulk request= s which are high in number are being processed ahead of the user requests because of the order that they come in. This is= leading to the user experiencing a delay in their ticket being generated. = That is the crux of the issue that we are trying to figure out the best app= roach to. Logically, we thought that sending the bulk requests to a separate email address/mailbox and pro= cessing them separately would help. That is why I am trying to set up multi= ple boxes.<br> ><br> > -------- Original message --------<br> > On Thu, Jun 19, 2014 at 4:27 PM, Pierson, Shawn wrote:<br> > **<br> > The easiest way to do it is that I have distribution lists with just t= he inbound Remedy email account, and filter the incoming emails based on th= ose.<br> ><br> > For example, I may have <a href=3D"mailto:remedyservert...@blah.com";>r= emedyservert...@blah.com</a> and <a href=3D"mailto:remedyserviced...@blah.com";>remedyserviced...@blah.com</a= > as two distribution lists that both contain only the <a href=3D"mailto:remedym...@blah.com";>remedym...@blah.com</a> account. &nb= sp;When an email to either of those are sent in (where you have to look at = not just the To: line but the CC: line), Remedy has RBE rules to process th= em and create an Incident with a Template for the Server team, Service Desk, or whatever. Since inbound email = uses Outlook profiles it seems like it might be kind of tricky or at least = less stable to set up multiple instances on a single server so I=92ve never= gone with that approach.<br> ><br> > Thanks,<br> ><br> > Shawn Pierson<br> > Remedy Developer | Energy Transfer<br> ><br> > -------- Original message --------<br> > From: Action Request System discussion list(ARSList) [mailto:<a href= =3D"mailto:arslist@ARSLIST.ORG";>arslist@ARSLIST.ORG</a>] On Behalf Of Tauf = Chowdhury<br> > Sent: Thursday, June 19, 2014 3:22 PM<br> > To: <a href=3D"mailto:arslist@ARSLIST.ORG";>arslist@ARSLIST.ORG</a><br> > Subject: Multiple incoming email boxes<br> ><br> </div> <div class=3D"">> **<br> > All,<br> > What is the best way to configure the email engine on the server side?= I know you can set up multiple inbound email records in the Email config f= orm but I'm more interested on the server side. Do I have to have multiple = email engine services installed on the same box? Can I install the email engine on 2 separate servers?<br> > Thanks..<br> ><br> ><br> > --<br> > Tauf Chowdhury<br> <br> <br> <br> </div> <div class=3D"">___________________________________________________________= ____________________<br> UNSUBSCRIBE or access ARSlist Archives at <a href=3D"http://www.arslist.org= " target=3D"_blank"> www.arslist.org</a><br> </div> "Where the Answers Are, and have been for 20 years"<br> </blockquote> </div> <br> </div> _ARSlist: "Where the Answers Are" and have been for 20 years_ </d= iv> </blockquote> _ARSlist: "Where the Answers Are" and have been for 20 years_ </d= iv> </div> </div> </body> </html> _ARSlist: "Where the Answers Are" and have been for 20 years_ --_000_140326781578827255ugaedu_--
