UNCLASSIFIED Good suggestion, thank you.
Sandra Hennigan OSD Enterprise Remedy Administrator Work Phone: 703-601-0789 Apparently, there is nothing that cannot happen today. Mark Twain -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Ars Lister Sent: Tuesday, January 13, 2009 4:09 PM To: [email protected] Subject: Re: Mid-Tier and Email Failure (U) ** Hi Sandra, Ran into this exact same problem a few months ago. In the midst of trying not to go crazy, did just about everything you did including shutting down the server. After a series of trying this or that (and hopefully you haven't tried this already so that it has a chance to work for you), the solution was to shut both the MidTier and the Email Engine down first. Then shut down the ars server engine (not the physical server). Let it breathe. Then start the ars server and allow it to start the MidTier and Email Engine on its own without you physically trying to turn them on yourself. You may have to shut down the Help Desk process as well and let ARS turn it up. The instance that I was working on didn't have ITSM. Hope that helps. --- On Tue, 1/13/09, Hennigan, Sandra H CTR OSD-CIO <[email protected]> wrote: From: Hennigan, Sandra H CTR OSD-CIO <[email protected]> Subject: Re: Mid-Tier and Email Failure (U) To: [email protected] Date: Tuesday, January 13, 2009, 7:20 AM UNCLASSIFIED Thank you. Yes, using MAPI - will check account. Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-601-0789 Apparently, there is nothing that cannot happen today. Mark Twain -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Wilson, Harry Sent: Monday, January 12, 2009 3:54 PM To: [email protected] Subject: Re: Mid-Tier and Email Failure (U) Sandra, I have a similar setup except we are not virtualized. Usually restarting the Email service gets us going but you have done that, so let's go the more obscure topics. - What email type are you using for incoming and outgoing email? (We use MAPI, so that's where my experience is.) - Have you checked the Remedy email account has not be accidently change from a service account to a User account so the password expired. (Has happened to us twice in 5 years) - Can or do you accept incoming emails and are they being processed? (I have an exception in the rules that only allows me and 3 other accounts to send emails to the server, every one else is re-directed to the Service Desk.) One other thought once this problem is resolved, BLAT (www.blat.net) is a Public Domain command line client that uses SMTP. I setup a escalation that checks the Email Messages form every fifteen minutes, if Remedy has messages that have been sitting there for 5 minutes, it sends me and a few others an email notice. Harry Wilson Systems Development Specialist Orange County Data Center CEO\IT-Computer Operations Division "Hey! You! Remedy Guy" (How our Operations manager used to address me) <mailto:[email protected]> -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Qin Chen Sent: Monday, January 12, 2009 12:17 To: [email protected] Subject: Re: Mid-Tier and Email Failure (U) Also, Check your registry issue. Also, you may need to increase your java heap size. Qin Chen Network Architect Uni-Data & Communications, Inc 718-445-5600 x3186 917-574-9340 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Monday, January 12, 2009 3:14 PM To: [email protected] Subject: Re: Mid-Tier and Email Failure (U) UNCLASSIFIED Thanks - will check Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-601-0789 Apparently, there is nothing that cannot happen today. Mark Twain -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of LJ Longwing Sent: Monday, January 12, 2009 3:05 PM To: [email protected] Subject: Re: Mid-Tier and Email Failure (U) in your email log dir you should have a stdout.log and stderr.log that get written every time you restart the service...so if your logs haven't been written to since the 16th, I would think that you may be looking at the wrong log set. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Monday, January 12, 2009 12:27 PM To: [email protected] Subject: Re: Mid-Tier and Email Failure (U) UNCLASSIFIED Thanks. New Atlanta - I'm having the server admin check for log AR Email Error log last entry is 13 December. I do not have the error but it pertains to a lost Host ID which was corrected on 16 December. I just found out that Microsoft patches were applied 16 December. Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-601-0789 Apparently, there is nothing that cannot happen today. Mark Twain -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of LJ Longwing Sent: Monday, January 12, 2009 2:05 PM To: [email protected] Subject: Re: Mid-Tier and Email Failure (U) Both the Mid-Tier Applet server (Tomcat, NewAtlanta)?, and the email engine have log files that should tell you if they connected to remedy properly...the services can start and not connect properly...without any outward error. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Monday, January 12, 2009 11:54 AM To: [email protected] Subject: Mid-Tier and Email Failure (U) UNCLASSIFIED ARS Server Version/Patch- ARS 6 Help Desk 5 ARS MidTier Version/Patch- 6 OS/Version- Windows Sever 2003 SQL 2000 The ARS server was virtualized about 4 months ago. Help - both the mid-tier and the email engine have stopped responding. ARS, Help Desk and Mid-Tier are all housed on the same server that connects to a remote SQL database. Help Desk appears to be running without error - tickets can be submitted, resolved and are being auto-closed as expected. The AREmail form is being created but is not getting sent. The server has been restarted a couple of times. I even had the team shut down the server then boot. Both the Remedy Email Engine service and IIS say "Started" Both can be stopped/started as if nothing was wrong. The server team swears that no changes have been made - I have searched the server and not found "Modified dates" that would indicate changes. Microsoft patching was last done 16 December. This problem arrived Thursday 8 January. A ticket has been opened with Remedy Support but we have not yet received assistance. Any ideas how to restore use of the Email engine and mid-tier? Sandra Hennigan Apparently, there is nothing that cannot happen today. Mark Twain ________________________________________________________________________ __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ________________________________________________________________________ __ _____ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ________________________________________________________________________ ____ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
