Knowledge Article
Remedy - Email Engine - Clarification with Email Engine 'Service Failover' configuration on ARS 9.x
Clarification on how the Email Engine configuration works with respect to server group and non-server group configurations with ARS 9.x and higher versions
Remedy AR System Server
AR System
BMC Remedy AR System Email Engine 9.x and Higher version
https://docs.bmc.com/docs/display/ars1902/Email+engine+service+failover+in+a+server+groupHow does the Email Engine work with respect to the new 'Service Failover' feature introduced with ARS 9.x and the AR System Operation Ranking form? |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. The following information is valid for both server group and non-server group configurations. 1) The 'E-Mail Engine' entry in the AR System Server Group Operation Ranking form is no longer used. This entry if it exists is ignored by ARS 9.x. The following defect as been documented to remove this entry in subsequent releases of ARS 9.x: ................ SW00493503 - 9.0 - Fresh/Upgrade installation of 9.0 shows Email Engine operation name in AR System Operation Ranking form, though Service Failover feature is introduced ................ Note: 'E-Mail Engine' entry is no longer listed from ARS version: 9.1.04.x and higher versions. 2) The 'AR System Service Failover Ranking' form is used and must be properly configured with a Service Name entry for the 'com.bmc.arsys.emaildaemon' for incoming and outgoing emails. These are two separate entries depending if either of these have an Email Engine mailbox configured. Example: 3) There should be a ranking in the 'AR System Service Failover Ranking' form as this entry will designate which Email Engine is primary for the specific designated email operation (incoming/outgoing emails). 4) There must be an entry for operation 'Service Failover' in the 'AR System Server Group Operation Ranking' form. 5) The 'AR System Service Failover Whiteboard' form will have entries reflecting which remedy server(s) have the Email Engine currently active based on the processing of the configuration noted above. For more details how the 'Service Failover' feature works the online documentation can be referenced with the following link: Email Engine Service Failover in a Server Group v9.0.x Email Engine Service Failover in a Server Group v9.1.x Email Engine Service Failover in a Server Group v18.05 Email Engine Service Failover in a Server Group v18.08 Email Engine Service Failover in a Server Group v19.02 Email Engine Service Failover in a Server Group v19.08 NOTE: Defect DRD21-3813 have been logged for below use case. Once the records from Mailbox configuration form have been deleted, corresponding records from AR System Service Failover Ranking form are not getting deleted autmatically. This is not true for the records getting created. When a new mailbox is created in Mailbox Configuration form, corresponding recod gets created in AR System Service Failover Ranking form. Additional Information: Remedy - Server/ITSM - How to Rank Operations in a Server Group |
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Remedy - Email Engine - Aclaraciones con la configuración del (Service Failover) de Email Engine para ARS 9.x
See also: BEST FAQ on AR System Email Engine Issues