Remedy IT Service Management: Rule Based Email (RBE) Troubleshooting Guide INCLUDES VIDEO

Knowledge Article

Remedy IT Service Management: Rule Based Email (RBE) Troubleshooting Guide INCLUDES VIDEO
BMC Rule Based Email (RBE) - Troubleshooting
BMC Helix IT Service Management OnPrem
BMC Helix IT Service Management OnPrem
BMC Remedy IT Service Management Suite

Basic BMC Rule Based Email (RBE) - Troubleshooting
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.

Video


 
  • Verify AR Email Engine is installed and the service is running
  • Verify Integration between Inbound Email and AR System Email is installed (perform a search on SHARE:Application_Interface)
  • Ensure that the Inbound Rule Engine is enabled
  • Check “AR System Email Error Logs” form for any errors
  • Verify the email id from which the email is being sent is a valid email id in People form
  • Verify the "- Global -" Company ID is enabled in the COM:Company form.
  • Check that the subject of the email is not one those configured to be rejected, such as Auto-reply
  • Check “AR System Email Message” form and “RBE:Message” form to ensure that workflow has fired
  • Check RBE:Transaction form for any error. If all is fine, this is where you will see Incident #
  • Review the Filter log(s) for any error(s)
  • If you are in 19.08 and are observing error:java.lang.NullPointerException: null
        at com.bmc.arsys.server.domain.validation.EntryValidatorImpl.verifySpecialCasesForRelOp(EntryValidatorImpl.java:2695) while running the RBE workflow for example after a DELETE on SYS:Action then most likely you are facing defect AR defect SW00563377 please reach out to support for a fix.
  • Verify the Server Plugin Entries related to RBE in the ar.cfg file and referring to 9999 Java Plugin Port
    • Server-Plugin-Alias: REMEDY.ARF.ZIPATTACHMENTS REMEDY.ARF.ZIPATTACHMENTS <server>:<port>
    • Server-Plugin-Alias: REMEDY.ARF.HTML2TEXT REMEDY.ARF.HTML2TEXT <server>:<port>
    • These plugins should also exist in the ARServer's pluginsrv_config.xml located in the <ARS install dir>\plugin folder
  • Review the pluginsvr_config.xml file in the AR Server Installation\plugin Directory to see if the Plugin Entries with respect to RBE is present.

"Stuck" E-Mail:

If there are email messages that failed during they processing, you can re-process them to be resent. To do this, you need to resolve the issue in which caused the e-mails to fail, for instance, an email could be rejected because there is no matching people record for the email account that sent the message to Remedy.

There are two forms you need to look at:
  1. RBE:Message - Contains the actual e-mail message. Search for Status = Rejected or Status = Not Rule Found and check the "Activity Log" field for more information.
  2. RBE:Transaction - Shows the status of the e-mail processing. Search for Status = Error or Status = Inactive and check the "Error Message" field for more information.

After resolving the main issue you can reprocess the stuck email as follows:
 
A).- Go to "RBE:Transaction" form and do the search "Action Name" = Update (adding work info records) or Create (creating records) and "Error Number" != NULL. If there are no records with errors go to Step e.
B).- Copy the Email Unique Identifier
C).- Open the RBE:Message form, paste the value on the Email Unique Identifier field and do the search
D).- Delete the record from "RBE:Transaction" form. Skip step e.
E).- On RBE:Message form search for the records when Status = Rejected or or Status = Not Rule Found.
F).-On "RBE:Message" form, change the "Status" field to "Action Found", remove the value from the "Form Request ID" field, set the "z1D Action" field to "EVALUATE" and save the record. This is to match the Run If Qualification for filter "RBE:Message_M600-PushRBETransaction`!"
G.- The corresponding record for the Email Unique Identifier should be created on "RBE:Transaction" form with no errors and the workinfo added to the parent record or the record created (INC, CHG, WO).


NOTE: This article is also available in Spanish, search by Article Number 000164508. / NOTA: Este artículo también está disponible en Español, buscar por el Número de Artículo 000164508
BMC Helix IT Service Management OnPrem
BMC Helix IT Service Management OnPrem
BMC Remedy IT Service Management Suite
BMC Helix IT Service Management OnPrem
BMC Helix IT Service Management OnPrem
BMC Remedy IT Service Management Suite
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