Troubleshooting incoming and outgoing email issues - Documentation for BMC Helix Platform 20.08

Monitoring of message status helps you to view status wise message count for each outgoing based on success, failure, and pending status of outgoing messages. To view the status-wise (success, failure, and pending) message count of each outgoing mailbox for a specific duration such as past 1 hour, 2 hours,4 hours, 1 day, or 1

To monitor message status in the outgoing mailbox 

Monitoring of message status helps you to view status wise message count for each outgoing based on success, failure, and pending status of outgoing messages. To view the status-wise (success, failure, and pending) message count of each outgoing mailbox for a specific duration such as past 1 hour, 2 hours, 4 hours, 1 day, or 1 week, perform the following steps: 

  • Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  • Select Configure My Server > Email > Outgoing Mailbox Status.
  • From the Time Frame list, select the time period during which the messages were sent, as shown in the following image:

    • Now, you can view status-wise message count for each outgoing mailbox. If there are undelivered message in a mailbox, then you need to check its configuration and test the connection of the mailbox. 

    To enable logging for email service 

    The administrator can enable generation of email engine logs. Thereafter, the logs can be used to debug connection failures of the mailbox. To enable logging for email service, perform the following tasks:

  • Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  • Select Configure My Server > Centralized Configuration Settings > Centralized Tenant Configuration.
  • On the Centralized Tenant Configuration page, from the Component Type list, select Email.
  • Click Add Setting.

  • Enter the following values and click Save.

    FieldAction
    Setting NameEnter Email-Debug-Mode.
    Setting ValueEnter 1.
    Note: 1 is for enabling the logs and 0 is for disabling logs.

    The following image shows the Add Setting pane:


    • Now, the logs will get generated in a tenant-specific location.

    To test the connection of outgoing mailboxes

    If an outgoing mailbox is unable to deliver messages, then perform the following steps to test the mailbox configuration.

  • Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  • Select Configure My Server > Email > Outgoing Mailbox. 
    A list of existing outgoing mailboxes is displayed.
  • Select the check box corresponding to the mailbox that you want to test, and then click Edit.
  • Click Test Connection.
    If the outgoing mailbox is correctly configured, then the following message is displayed:
    Successfully connected to the configured email server.
    If the host name or port number or credential is incorrect, then an appropriate error message is displayed.
  • Based on the error message, rectify the incorrect configuration data and test the connection again.
    To investigate the root cause for the failed connection, enable logging, retest the connection, and then analyze the error logs.

    • To test the connection of incoming mailboxes

    If an incoming mailbox is unable to receive messages, then perform the following steps to test the mailbox configuration.

  • Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  • Select Configure My Server > Email > Incoming Mailbox. 
    A list of existing incoming mailboxes is displayed.
  • Select the check box corresponding to the mailbox that you want to test, and then click Edit .
  • Click Test Connection.
    • If the incoming mailbox is correctly configured, then the following message is displayed:
      Successfully connected to the configured email server.
    • If the host name or port number or credential is incorrect, then an appropriate error message is displayed.
  • Based on the error message, rectify the incorrect configuration and test the connection again.
    To investigate the root cause for the failed connection, enable logging, retest the connection, and then analyze the error logs.

    • Configuring email profiles and templates

    Configuring processes to send notifications to users

    ncG1vNJzZmicn5jAb67MnGWcp51ksbCv0mifnqSZrb2trdOfpqulX6m%2FsMHBpZysoJ%2Bkwaq6xmagp5uforavs4yapZ1ln6rBqLvIp55mnZ2Wtq15yKyqrp2jYoV2fZdwaG1rZWO1tbnL

     Share!