We have implemented a new AR System 7.6.04, consisting of an ARS server (Windows Server 2008 R2 x64, Java 1.6 Update 24), a mid-tier server (Windows Server 2008 R2 x64, Java 1.6 Update 24), and an email engine server (Windows Server 2008 x86, Java 1.6 Update 24).
Incoming email via the defined incoming MAPI inbox is not being processed by AR System Server, as can be observed when we use the Email Messages Form. Outgoing email via the defined outgoing SMTP outbox is being transmitted successfully. We have followed the instructions defined in the Remedy Email Engine Guide for creating an incoming inbox. We have deleted and recreated the inbox connection. Microsoft Outlook 2007, configured to use the account defined for Remedy email, is installed locally on the email engine server and we are able to successfully receive and send email via Outlook 2007 using this account. The Exchange Profile Outlook is properly established and defined within the Remedy inbox connection. We have researched the issue in the BMC knowledge base without identifying a successful resolution, and BMC tech support has had us confirm the following: Reconfigure the mailbox to use the MAPI protocol and verify the following: 1. Log into the system as the user that created the profile and that the service runs as. Check to verify that the service is set to logon as this mail account, not local system. Restart the email service after changing this. *** Verified *** 2. Does the Profile exist in Outlook? (Right click on Outlook shortcut on Desktop and select Properties to verify). If not, create the profile. A common mistake that comes up in setting up for MAPI is not being logged in properly when creating the MAPI Profile for Outlook. Make sure you are logged into the server as the user that Remedy will use. When the AR Email Engine starts it will need to start as the same user that you used to create the Profile in outlook. So you login to the Machine as this user, create the profile, then login as an Admin user and update the Email Engine Service to start as this user. *** Verified *** 3. Verify Profile name in the Mailbox Configuration Form (User Tool). If you choose MAPI from the Email Server Type menu, it makes visible a field called Profile Name. Now go to Control Panel > Mail > Show Profiles. Does the profile exist? Open the profile. Does it have the correct mailbox name and server name? Can you open an Outlook client with same Profile? *** Verified *** 4. Login as NT Account for Mail, Login to Outlook and delete any Welcome message from the Inbox. *** N/A *** 5. Verify the mail account has the two user rights: logon as service and act as part of the o/s. Login to the server as an administrator. Windows 2000 or 2003: Click Start > All Programs > Administrative Tools > Local Security Policy > expand Local Policies > User Rights Assignment. Note: If you add or change any user rights, be sure to log out and log back in to activate the change in rights. *** Verified *** 6. Look at the Outgoing Mailbox form on the Advanced Tab. Verify that the Associated Mailbox field shows the Incoming Mailbox. And the Incoming Mail Form should show the Outgoing Mailbox in the Associated Mailbox field. There should be two mailboxes even though we technically allow one if doing incoming and outgoing. You can name them the same and add "- in" or "- out" at the end. This will be very helpful on occasion. *** Verified *** 7. Check the Remedy Admin -> File - Server Information -> connection Settings to see if there is an application password. If not, then you need to edit the emaildaemon.properties file and remove the password line. If there is, be sure this line exists in the emaildaemon.properties file. *** App password is defined, and emaildaemon.properties file contains the following statement with the password hash (hash not included here): com.bmc.arsys.emaildaemon.<myserver>.<mydomain>.org.Password= *** 8. If MS Outlook is not set as the default mail client (typically when you have MS Outlook Express installed), the Remedy mail service will not start and error with: Either there is no default mail client or the current mail client cannot fulfill the messaging request. Please run Microsoft Outlook and set it as the default mail client. *** Verified *** We have enabled diagnostic logging within the email engine. The output from STDOUT contains the following: SEVERE: Could not connect to : Mar 31, 2011 4:45:44 PM javax.mail.Session getService SEVERE: mapistore javax.mail.NoSuchProviderException: mapistore at javax.mail.Session.getService(Session.java:782) at javax.mail.Session.getStore(Session.java:569) at javax.mail.Session.getStore(Session.java:531) at javax.mail.Session.getStore(Session.java:510) at com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:2247) at com.bmc.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModule.java:565) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:298) at java.lang.Thread.run(Unknown Source) In addition, STDERR contains the following: Application has started Version: 7.6.04 Build 002 201101141059 Using JRE: 1.6.0_24 Successfully connected at Mar 31, 2011 4:45:42 PM ERROR (9713): The attempted bulk entry transaction failed due to an error in one of the individual operations.; Any suggestions on how to troubleshoot this issue further would be appreciated. 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