Re: 8.1 RBE Documentation
Thanks. We've been building some enhancements around troubleshooting these (ultimately we'll be creating an Incident that gets assigned to the Remedy team with hyperlinks to the relevant forms in the case of certain failures.) However, the reprocessing tip for the Messages form will prove invaluable. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sonwane, Subhash Sent: Tuesday, February 18, 2014 1:32 AM To: arslist@ARSLIST.ORG Subject: Re: 8.1 RBE Documentation ** 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 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.commailto: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.ORGmailto: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.commailto: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 Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: 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_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e
8.1 RBE Documentation
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 Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
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 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 Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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
Re: 8.1 RBE Documentation
Rules Based Email. It probably has a different official name but the forms are prefixed with RBE. Basically I built (then a colleague improved upon) two custom email integrations that were in use up until 7.6.4. The first was email-based approvals, which I could almost accuse BMC of copying except their underlying code is completely different from mine, and the second was the ability to create and update Incidents (along with multiple inboxes tied to different Incident Templates.) With 8.1, we decided to try to be more out of the box on incoming emails, so we've used the Rules Based Email stuff in 8.1 to create and update Incidents, and we've built some very custom rules with slight custom code to handle inbound email approvals (the out of the box 8.1 functionality is basically on the level of the first version I built, which doesn't handle all the cool features we've added to handle attachments, justifications, alternates, etc.) My problem is, for various reasons within my organization we have difficulty with the source data that feeds into CTM:People being accurate, so sometimes we'll get a People record with a valid email address but not one that the user users because it's not from their primary domain. Or we may get a new hire that isn't yet set up in such a way that Remedy knows they have an email address yet even though they're sitting at their desk firing off emails to create Incidents. If you're curious about how well documented it is, take a look at this Troubleshooting section: https://docs.bmc.com/docs/display/public/servicedesk81/Troubleshooting+email+record+creation+and+updates Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer Sent: Monday, February 17, 2014 11:01 AM 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.commailto: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 Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: 8.1 RBE Documentation
Thanks Shawn, Ahhh ... definitely ITSM related. I have no RBE: forms. We have alot of email formats but they are handled in filters. Always looking for a better way ! Thanks, Susan On Mon, Feb 17, 2014 at 11:09 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Rules Based Email. It probably has a different official name but the forms are prefixed with RBE. Basically I built (then a colleague improved upon) two custom email integrations that were in use up until 7.6.4. The first was email-based approvals, which I could almost accuse BMC of copying except their underlying code is completely different from mine, and the second was the ability to create and update Incidents (along with multiple inboxes tied to different Incident Templates.) With 8.1, we decided to try to be more out of the box on incoming emails, so we've used the Rules Based Email stuff in 8.1 to create and update Incidents, and we've built some very custom rules with slight custom code to handle inbound email approvals (the out of the box 8.1 functionality is basically on the level of the first version I built, which doesn't handle all the cool features we've added to handle attachments, justifications, alternates, etc.) My problem is, for various reasons within my organization we have difficulty with the source data that feeds into CTM:People being accurate, so sometimes we'll get a People record with a valid email address but not one that the user users because it's not from their primary domain. Or we may get a new hire that isn't yet set up in such a way that Remedy knows they have an email address yet even though they're sitting at their desk firing off emails to create Incidents. If you're curious about how well documented it is, take a look at this Troubleshooting section: https://docs.bmc.com/docs/display/public/servicedesk81/Troubleshooting+email+record+creation+and+updates Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer *Sent:* Monday, February 17, 2014 11:01 AM *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 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 Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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
Re: 8.1 RBE Documentation
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 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.commailto: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.commailto: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 Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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
