Re: Baffling Email Problem
You never answered the question of whether you were deleting the message after it was sent. You can send the message, query the Message Form and still not see it because it went out already. Most times, in our environment, its that fast. Change it to save the message, restart the email engine and then see if you find the message. Just don't leave it like that for an extended period. Too many messages in the message form can cause all kinds of problems. Jackie Easylink Services Corporation 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Wednesday, July 09, 2008 6:18 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** Did you change your Default Outgoing Mailbox setting for the mailbox you are trying to use? Is it enabled (although that wouldn't keep the messages from getting to Messages form) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/09/2008 02:11 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Yes, I understand that messages can be configured to be deleted after they are sent. They are and have been configured to *not* be deleted when sent. Sorry, I considered that a given in my original post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jackie Morris Sent: Thursday, July 10, 2008 7:22 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** You never answered the question of whether you were deleting the message after it was sent. You can send the message, query the Message Form and still not see it because it went out already. Most times, in our environment, its that fast. Change it to save the message, restart the email engine and then see if you find the message. Just don't leave it like that for an extended period. Too many messages in the message form can cause all kinds of problems. Jackie Easylink Services Corporation 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Wednesday, July 09, 2008 6:18 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** Did you change your Default Outgoing Mailbox setting for the mailbox you are trying to use? Is it enabled (although that wouldn't keep the messages from getting to Messages form) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/09/2008 02:11 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
No, no new fields. There are at least 12 or maybe more filters that
send notifications against different forms and *none* of them is firing.
Good suggestion though.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, July 09, 2008 5:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Baffling Email Problem
You didn't add a new field to the notification(s) that does not have
public permissions, did you??
{shot in the dark}
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, July 09, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Baffling Email Problem
Yes, I definitely see the filters firing in the filter log.
The notifications are hard set to send via email, not user preference.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell
Sent: Wednesday, July 09, 2008 4:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Baffling Email Problem
Do you see the filter that actions the notification fire in a filter
log?
What method of notification are you using, is it Email or are you using
cross reference?
Depending on version have you double checked the Alert form to see
whether
the notification is there?
Matt
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 09 July 2008 22:39
To: arslist@ARSLIST.ORG
Subject: Re: Baffling Email Problem
Positive. We pull up the Messages form AND our Help Desk form, change
status of a test ticket, which normally always generates a message
record, then *immediately* go back to the Messages form and rerun the
search and nada.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter
Sent: Wednesday, July 09, 2008 4:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Baffling Email Problem
**
I believe there is an option on whether to retain a copy of the sent
messages. Are you sure the email is not being sent and then the record
is being deleted from the form?
Craig Carter
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, July 09, 2008 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Baffling Email Problem
**
Hello everyone:
Here's something you don't see every day. For some reason, a Remedy
server of a site I support cannot find its AR System Email Messages
form!
The system has about 12 filters that each generate a notification based
on ticket status changes. What's weird isn't that the notifications
aren't going out-it's that the notifications never get created in the
Messages form. It's like the filters generating the notifications are
just skipping the notification action.
Anyone seen this before?
ARS 6.3 patch 21
Windows 2003
Microsoft SQL 2003
Thanks,
Norm
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
No, no archive. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Van Sickle Sent: Wednesday, July 09, 2008 5:13 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Did you create an Archive form of AR System Email Messages recently, or use one of the reserved fields on the Email Messages form (140X) on another Regular form? I had a similar problem when I created another form in Remedy using the same field IDs. BMC Support said it was a known issue on how the Email Engine was designed, and you could not use those special field IDs outside the Email Messages form. (Embedded image moved to file: pic04596.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] To N.AF.MIL arslist@ARSLIST.ORG Sent by: Action cc Request System discussion Subject list(ARSList)Re: [ARSLIST] Baffling Email [EMAIL PROTECTED] Problem ORG 07/09/2008 05:02 PM Please respond to [EMAIL PROTECTED] RG Yes, I definitely see the filters firing in the filter log. The notifications are hard set to send via email, not user preference. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell Sent: Wednesday, July 09, 2008 4:47 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Do you see the filter that actions the notification fire in a filter log? What method of notification are you using, is it Email or are you using cross reference? Depending on version have you double checked the Alert form to see whether the notification is there? Matt -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: 09 July 2008 22:39 To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient
Re: Baffling Email Problem
No, the default outgoing mailbox is the same, it is set to default, and it is enabled. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Wednesday, July 09, 2008 5:18 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** Did you change your Default Outgoing Mailbox setting for the mailbox you are trying to use? Is it enabled (although that wouldn't keep the messages from getting to Messages form) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/09/2008 02:11 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Jackie, I'd be interested to hear more about your ... all kinds of problems statement since we've always saved all sent messages so we know what is being communicated to our customers. We currently have 1,458,000 emails in our Email Messages form and the only problem we've encountered is slower search time when searching that form. Although I've selectively deleted groups of messages in the past (like bounced notifications back to agents), it's not been enough of a slowdown yet to automatically archive them. We're on v7.0.1P5 using SQL Server 2005 Enterprise. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 6:45 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Yes, I understand that messages can be configured to be deleted after they are sent. They are and have been configured to *not* be deleted when sent. Sorry, I considered that a given in my original post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jackie Morris Sent: Thursday, July 10, 2008 7:22 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** You never answered the question of whether you were deleting the message after it was sent. You can send the message, query the Message Form and still not see it because it went out already. Most times, in our environment, its that fast. Change it to save the message, restart the email engine and then see if you find the message. Just don't leave it like that for an extended period. Too many messages in the message form can cause all kinds of problems. Jackie Easylink Services Corporation 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Wednesday, July 09, 2008 6:18 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** Did you change your Default Outgoing Mailbox setting for the mailbox you are trying to use? Is it enabled (although that wouldn't keep the messages from getting to Messages form) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/09/2008 02:11 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Craig, I would suggest cleaning those out, as each time your email process polls the mailbox, it has to go through 1.5m email records to see which ones have not yet been sent. This is extra taxing on the database. Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Thursday, July 10, 2008 8:06 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Jackie, I'd be interested to hear more about your ... all kinds of problems statement since we've always saved all sent messages so we know what is being communicated to our customers. We currently have 1,458,000 emails in our Email Messages form and the only problem we've encountered is slower search time when searching that form. Although I've selectively deleted groups of messages in the past (like bounced notifications back to agents), it's not been enough of a slowdown yet to automatically archive them. We're on v7.0.1P5 using SQL Server 2005 Enterprise. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 6:45 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Yes, I understand that messages can be configured to be deleted after they are sent. They are and have been configured to *not* be deleted when sent. Sorry, I considered that a given in my original post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jackie Morris Sent: Thursday, July 10, 2008 7:22 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** You never answered the question of whether you were deleting the message after it was sent. You can send the message, query the Message Form and still not see it because it went out already. Most times, in our environment, its that fast. Change it to save the message, restart the email engine and then see if you find the message. Just don't leave it like that for an extended period. Too many messages in the message form can cause all kinds of problems. Jackie Easylink Services Corporation 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Wednesday, July 09, 2008 6:18 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** Did you change your Default Outgoing Mailbox setting for the mailbox you are trying to use? Is it enabled (although that wouldn't keep the messages from getting to Messages form) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/09/2008 02:11 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist
Re: Baffling Email Problem
That's not really an option Gary. We perform two-way communications with our customers when processing their requests and these communications including any associated attachments are important records and need to be maintained. However, we recognize the volume of records needs to be addressed so we will be moving (archiving) those to another form that we can associate with their requests to reduce the number present in the email messages form. What I wanted to get across is the fact you can have a large number of messages in this form without any significant slowdown assuming you have a decent system and database. Although it will take slightly longer for the query, the email engine has no problem keeping up and we poll every minute for new messages. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Thursday, July 10, 2008 7:20 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Craig, I would suggest cleaning those out, as each time your email process polls the mailbox, it has to go through 1.5m email records to see which ones have not yet been sent. This is extra taxing on the database. Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Thursday, July 10, 2008 8:06 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Jackie, I'd be interested to hear more about your ... all kinds of problems statement since we've always saved all sent messages so we know what is being communicated to our customers. We currently have 1,458,000 emails in our Email Messages form and the only problem we've encountered is slower search time when searching that form. Although I've selectively deleted groups of messages in the past (like bounced notifications back to agents), it's not been enough of a slowdown yet to automatically archive them. We're on v7.0.1P5 using SQL Server 2005 Enterprise. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 6:45 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Yes, I understand that messages can be configured to be deleted after they are sent. They are and have been configured to *not* be deleted when sent. Sorry, I considered that a given in my original post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jackie Morris Sent: Thursday, July 10, 2008 7:22 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** You never answered the question of whether you were deleting the message after it was sent. You can send the message, query the Message Form and still not see it because it went out already. Most times, in our environment, its that fast. Change it to save the message, restart the email engine and then see if you find the message. Just don't leave it like that for an extended period. Too many messages in the message form can cause all kinds of problems. Jackie Easylink Services Corporation 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Wednesday, July 09, 2008 6:18 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** Did you change your Default Outgoing Mailbox setting for the mailbox you are trying to use? Is it enabled (although that wouldn't keep the messages from getting to Messages form) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/09/2008 02:11 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where
Re: Baffling Email Problem
What do you see if you turn on the Filter, Database (SQL), and API log just before you hit save for your test ticket? (You may also need to look at the server side SQL log to see the Insert statement and if you get a Rollback for some reason). I have had different problems with the Notification activity in the past so now I just do a Push action to the AR System Email Messages form. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 4:39 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Yes, I'm going to turn on SQL logging and try again to inspect the attempted INSERT statement. My only challenge is I have no access to the box and must convey instructions to the system administrator who is literally on the other side of the country. He's out today, so I'll post what I discover from the SQL logging tomorrow. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, July 10, 2008 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem What do you see if you turn on the Filter, Database (SQL), and API log just before you hit save for your test ticket? (You may also need to look at the server side SQL log to see the Insert statement and if you get a Rollback for some reason). I have had different problems with the Notification activity in the past so now I just do a Push action to the AR System Email Messages form. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 4:39 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
I was thinking the Client side logging might show it as well. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Yes, I'm going to turn on SQL logging and try again to inspect the attempted INSERT statement. My only challenge is I have no access to the box and must convey instructions to the system administrator who is literally on the other side of the country. He's out today, so I'll post what I discover from the SQL logging tomorrow. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, July 10, 2008 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem What do you see if you turn on the Filter, Database (SQL), and API log just before you hit save for your test ticket? (You may also need to look at the server side SQL log to see the Insert statement and if you get a Rollback for some reason). I have had different problems with the Notification activity in the past so now I just do a Push action to the AR System Email Messages form. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 4:39 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Yes, you're right, but unfortunately I have no access to a client, either! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, July 10, 2008 9:38 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem I was thinking the Client side logging might show it as well. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Yes, I'm going to turn on SQL logging and try again to inspect the attempted INSERT statement. My only challenge is I have no access to the box and must convey instructions to the system administrator who is literally on the other side of the country. He's out today, so I'll post what I discover from the SQL logging tomorrow. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, July 10, 2008 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem What do you see if you turn on the Filter, Database (SQL), and API log just before you hit save for your test ticket? (You may also need to look at the server side SQL log to see the Insert statement and if you get a Rollback for some reason). I have had different problems with the Notification activity in the past so now I just do a Push action to the AR System Email Messages form. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 4:39 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem - UPDATE
UPDATE on my baffling email problem. I just got a call from the administrator of the system. He reports that he dropped the email support forms, uninstalled the email engine, and uninstalled the JRE (1.4.2_17). He then reinstall the JRE and the email engine and voila! Emails started flowing. HOWEVER, as most of you probably know, once the email engine install is complete, it recommends a reboot. So he complied. As soon as the server came back up, however, the email engine stopped working and went back to its previous behavior. He's restarted both the ARSystem service and the email engine service multiple times to no avail. It just keeps getting weirder... Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem - UPDATE
Is there anything in the Email Log file on the server? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 1:23 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE UPDATE on my baffling email problem. I just got a call from the administrator of the system. He reports that he dropped the email support forms, uninstalled the email engine, and uninstalled the JRE (1.4.2_17). He then reinstall the JRE and the email engine and voila! Emails started flowing. HOWEVER, as most of you probably know, once the email engine install is complete, it recommends a reboot. So he complied. As soon as the server came back up, however, the email engine stopped working and went back to its previous behavior. He's restarted both the ARSystem service and the email engine service multiple times to no avail. It just keeps getting weirder... Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem - UPDATE
I have seen this type of thing before and there were error messages about bad fields on the AR System Email forms Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE UPDATE on my baffling email problem. I just got a call from the administrator of the system. He reports that he dropped the email support forms, uninstalled the email engine, and uninstalled the JRE (1.4.2_17). He then reinstall the JRE and the email engine and voila! Emails started flowing. HOWEVER, as most of you probably know, once the email engine install is complete, it recommends a reboot. So he complied. As soon as the server came back up, however, the email engine stopped working and went back to its previous behavior. He's restarted both the ARSystem service and the email engine service multiple times to no avail. It just keeps getting weirder... Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem - UPDATE
Yes...I'm getting something similar...something about a required field not being set. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: Thursday, July 10, 2008 1:30 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE I have seen this type of thing before and there were error messages about bad fields on the AR System Email forms Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE UPDATE on my baffling email problem. I just got a call from the administrator of the system. He reports that he dropped the email support forms, uninstalled the email engine, and uninstalled the JRE (1.4.2_17). He then reinstall the JRE and the email engine and voila! Emails started flowing. HOWEVER, as most of you probably know, once the email engine install is complete, it recommends a reboot. So he complied. As soon as the server came back up, however, the email engine stopped working and went back to its previous behavior. He's restarted both the ARSystem service and the email engine service multiple times to no avail. It just keeps getting weirder... Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem - UPDATE
Did you turn on email logging? There's a batch file you use to start the email engine with debug logging. I forgot if it requires a small edit or not but it's tiny and I remember that the whole thing is well documented in the email engine install/config document. Once you're looking at logs you should be able to figure out what's causing it and fix it or work around it. Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: July 10, 2008 8:30 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE I have seen this type of thing before and there were error messages about bad fields on the AR System Email forms Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE UPDATE on my baffling email problem. I just got a call from the administrator of the system. He reports that he dropped the email support forms, uninstalled the email engine, and uninstalled the JRE (1.4.2_17). He then reinstall the JRE and the email engine and voila! Emails started flowing. HOWEVER, as most of you probably know, once the email engine install is complete, it recommends a reboot. So he complied. As soon as the server came back up, however, the email engine stopped working and went back to its previous behavior. He's restarted both the ARSystem service and the email engine service multiple times to no avail. It just keeps getting weirder... Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem - UPDATE
Anybody remember the name of that batch file? There also used to be a file that allowed you to run the email engine from the command prompt rather than as a service. Been so long since I've had to extensively troubleshoot an email engine problem that my memory fails me. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys Sent: Thursday, July 10, 2008 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE Did you turn on email logging? There's a batch file you use to start the email engine with debug logging. I forgot if it requires a small edit or not but it's tiny and I remember that the whole thing is well documented in the email engine install/config document. Once you're looking at logs you should be able to figure out what's causing it and fix it or work around it. Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: July 10, 2008 8:30 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE I have seen this type of thing before and there were error messages about bad fields on the AR System Email forms Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE UPDATE on my baffling email problem. I just got a call from the administrator of the system. He reports that he dropped the email support forms, uninstalled the email engine, and uninstalled the JRE (1.4.2_17). He then reinstall the JRE and the email engine and voila! Emails started flowing. HOWEVER, as most of you probably know, once the email engine install is complete, it recommends a reboot. So he complied. As soon as the server came back up, however, the email engine stopped working and went back to its previous behavior. He's restarted both the ARSystem service and the email engine service multiple times to no avail. It just keeps getting weirder... Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem - UPDATE
emaild ??? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE Anybody remember the name of that batch file? There also used to be a file that allowed you to run the email engine from the command prompt rather than as a service. Been so long since I've had to extensively troubleshoot an email engine problem that my memory fails me. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys Sent: Thursday, July 10, 2008 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE Did you turn on email logging? There's a batch file you use to start the email engine with debug logging. I forgot if it requires a small edit or not but it's tiny and I remember that the whole thing is well documented in the email engine install/config document. Once you're looking at logs you should be able to figure out what's causing it and fix it or work around it. Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: July 10, 2008 8:30 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE I have seen this type of thing before and there were error messages about bad fields on the AR System Email forms Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE UPDATE on my baffling email problem. I just got a call from the administrator of the system. He reports that he dropped the email support forms, uninstalled the email engine, and uninstalled the JRE (1.4.2_17). He then reinstall the JRE and the email engine and voila! Emails started flowing. HOWEVER, as most of you probably know, once the email engine install is complete, it recommends a reboot. So he complied. As soon as the server came back up, however, the email engine stopped working and went back to its previous behavior. He's restarted both the ARSystem service and the email engine service multiple times to no avail. It just keeps getting weirder... Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist
Re: Baffling Email Problem - UPDATE
I've seen weird things happen in the past when the ar.conf setting (Email-Import-Form-By-Default) is set to T (true). See if this setting exist and is currently set to T. If so, try setting it to F (false). If your email form(s) are already somehow corrupt, you may need to perform the actions you previously took to get it to work (reinstalling), but before restarting the AR Server at the end of the install, manually edit the ar.conf file to make sure that this setting is F HTH Leonard Neely Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 11:23 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE UPDATE on my baffling email problem. I just got a call from the administrator of the system. He reports that he dropped the email support forms, uninstalled the email engine, and uninstalled the JRE (1.4.2_17). He then reinstall the JRE and the email engine and voila! Emails started flowing. HOWEVER, as most of you probably know, once the email engine install is complete, it recommends a reboot. So he complied. As soon as the server came back up, however, the email engine stopped working and went back to its previous behavior. He's restarted both the ARSystem service and the email engine service multiple times to no avail. It just keeps getting weirder... Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem - UPDATE
EmailStart.bat echo off rem = rem This batch file assumes that it is being run from the install directory rem and that java is in the the PATH. rem = rem -s servername -u username -p application password set LIBVER=63 set JavaPath=C:\Program Files\Java\j2re1.4.2_13\bin %JavaPath%\java -Dmail.debug=true -cp emaildaemon.jar;arapi%LIBVER%.jar;arutil%LIBVER%.jar;activation.jar;mail .jar;imap.jar;smtp.jar;pop3.jar;armapi63.jar com.remedy.arsys.emaildaemon.EmailDaemon -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, July 10, 2008 2:42 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE emaild ??? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE Anybody remember the name of that batch file? There also used to be a file that allowed you to run the email engine from the command prompt rather than as a service. Been so long since I've had to extensively troubleshoot an email engine problem that my memory fails me. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys Sent: Thursday, July 10, 2008 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE Did you turn on email logging? There's a batch file you use to start the email engine with debug logging. I forgot if it requires a small edit or not but it's tiny and I remember that the whole thing is well documented in the email engine install/config document. Once you're looking at logs you should be able to figure out what's causing it and fix it or work around it. Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: July 10, 2008 8:30 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE I have seen this type of thing before and there were error messages about bad fields on the AR System Email forms Doug -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem - UPDATE UPDATE on my baffling email problem. I just got a call from the administrator of the system. He reports that he dropped the email support forms, uninstalled the email engine, and uninstalled the JRE (1.4.2_17). He then reinstall the JRE and the email engine and voila! Emails started flowing. HOWEVER, as most of you probably know, once the email engine install is complete, it recommends a reboot. So he complied. As soon as the server came back up, however, the email engine stopped working and went back to its previous behavior. He's restarted both the ARSystem service and the email engine service multiple times to no avail. It just keeps getting weirder... Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused
Baffling Email Problem
Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Do you have an archive or a backup form of the Email Messages form? I've seen this happen when the Email Messages form is copied to another form for backup purposes. The Email Engine/ARServer somehow mistakes the backup form for the actual form. Usually deleting backup / archive form is about the only thing that works - then service restart. Janie _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 2:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
I would be curious to see what the logs say about where the data is being pushed. Are you using Push fields or the Notify action? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 4:39 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Do you see the filter that actions the notification fire in a filter log? What method of notification are you using, is it Email or are you using cross reference? Depending on version have you double checked the Alert form to see whether the notification is there? Matt -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: 09 July 2008 22:39 To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Notify action. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Wednesday, July 09, 2008 4:52 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem I would be curious to see what the logs say about where the data is being pushed. Are you using Push fields or the Notify action? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 4:39 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Yes, I definitely see the filters firing in the filter log. The notifications are hard set to send via email, not user preference. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell Sent: Wednesday, July 09, 2008 4:47 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Do you see the filter that actions the notification fire in a filter log? What method of notification are you using, is it Email or are you using cross reference? Depending on version have you double checked the Alert form to see whether the notification is there? Matt -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: 09 July 2008 22:39 To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Norm, Have you checked the SQL logs to make sure the insert into statement isn't throwing an error? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:02 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Yes, I definitely see the filters firing in the filter log. The notifications are hard set to send via email, not user preference. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell Sent: Wednesday, July 09, 2008 4:47 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Do you see the filter that actions the notification fire in a filter log? What method of notification are you using, is it Email or are you using cross reference? Depending on version have you double checked the Alert form to see whether the notification is there? Matt -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: 09 July 2008 22:39 To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
You didn't add a new field to the notification(s) that does not have
public permissions, did you??
{shot in the dark}
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, July 09, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Baffling Email Problem
Yes, I definitely see the filters firing in the filter log.
The notifications are hard set to send via email, not user preference.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell
Sent: Wednesday, July 09, 2008 4:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Baffling Email Problem
Do you see the filter that actions the notification fire in a filter
log?
What method of notification are you using, is it Email or are you using
cross reference?
Depending on version have you double checked the Alert form to see
whether
the notification is there?
Matt
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 09 July 2008 22:39
To: arslist@ARSLIST.ORG
Subject: Re: Baffling Email Problem
Positive. We pull up the Messages form AND our Help Desk form, change
status of a test ticket, which normally always generates a message
record, then *immediately* go back to the Messages form and rerun the
search and nada.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter
Sent: Wednesday, July 09, 2008 4:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Baffling Email Problem
**
I believe there is an option on whether to retain a copy of the sent
messages. Are you sure the email is not being sent and then the record
is being deleted from the form?
Craig Carter
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, July 09, 2008 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Baffling Email Problem
**
Hello everyone:
Here's something you don't see every day. For some reason, a Remedy
server of a site I support cannot find its AR System Email Messages
form!
The system has about 12 filters that each generate a notification based
on ticket status changes. What's weird isn't that the notifications
aren't going out-it's that the notifications never get created in the
Messages form. It's like the filters generating the notifications are
just skipping the notification action.
Anyone seen this before?
ARS 6.3 patch 21
Windows 2003
Microsoft SQL 2003
Thanks,
Norm
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Did you create an Archive form of AR System Email Messages recently, or use one of the reserved fields on the Email Messages form (140X) on another Regular form? I had a similar problem when I created another form in Remedy using the same field IDs. BMC Support said it was a known issue on how the Email Engine was designed, and you could not use those special field IDs outside the Email Messages form. (Embedded image moved to file: pic04596.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] To N.AF.MIL arslist@ARSLIST.ORG Sent by: Action cc Request System discussionSubject list(ARSList)Re: [ARSLIST] Baffling Email [EMAIL PROTECTED] Problem ORG 07/09/2008 05:02 PM Please respond to [EMAIL PROTECTED] RG Yes, I definitely see the filters firing in the filter log. The notifications are hard set to send via email, not user preference. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell Sent: Wednesday, July 09, 2008 4:47 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Do you see the filter that actions the notification fire in a filter log? What method of notification are you using, is it Email or are you using cross reference? Depending on version have you double checked the Alert form to see whether the notification is there? Matt -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: 09 July 2008 22:39 To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Re: Baffling Email Problem
Did you change your Default Outgoing Mailbox setting for the mailbox you are trying to use? Is it enabled (although that wouldn't keep the messages from getting to Messages form) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/09/2008 02:11 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Baffling Email Problem ** Hello everyone: Here?s something you don?t see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What?s weird isn?t that the notifications aren?t going out?it?s that the notifications never get created in the Messages form. It?s like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
