Re: Email Engine Hanging
Actually it could if the indexes get messed up. If the email engine starts doing table scans with large numbers of messages then you could get all sorts of errors. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Saturday, September 08, 2012 3:25 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Hanging ** It would not slow the email engine, however, the logic in the arsystem could be impacted. We only save 30 days back and saw a little performance bounce. Enjoy the weekend Howard Sent from my iPhone 4 -Original Message- On Sep 8, 2012, at 11:15 AM, Teresa Fannin wrote: ** I was wondering if keeping every email that has ever been sent on a system that is 4 years old with thousands of emails every day would decrease email performance? Teresa -Original Message- In a message dated 9/7/2012 07:22:29 P.M. Central Daylight Time, writes: I have seen this on many versions. Enable email logging and look for a couple of items. 1. Does the mail box your picking up from have a large number of emails to be picked up? 2. Is the engine hanging on a type of email, maybe with large attachments? 3. How much memory do you have on the server, how much is allocated for the java process that the engine is using? 4. Before you kill the engine, are you looking at the memory that it's using? In the past I have seen three main reasons for the hanging of the engine: Memory, bad email message (that could not be processed, like an encrypted message), to many messages to be picked up (if you are using inbound emails).. Remember logging will help. Good luck and take care of you kidneys, Howard Sent from one of Howard's iPads -Original Message- On Sep 7, 2012, at 5:25 PM, Randeep Atwal wrote: Running a query (monitoring tools usually have a db row count monitor) of the oldest unsent message greater than x minutes ago is a way to understand if it's hung and automate a restart. Sent from my BlackBerry device on the Rogers Wireless Network -Original Message- From: Boyd, Rebecca boy...@wfu.edu Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 7 Sep 2012 16:48:37 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Re: Email Engine Hanging We run a PowerShell script which looks for error in the stderr.out log. -- Rebecca Boyd Application Administrator Wake Forest University -Original Message- On Fri, Sep 7, 2012 at 2:23 PM, Karthik wrote: ** Did you check if performance of remedy was good when the email engine was hung? Sometimes when the performance is not stable it tends to hang. Also, are there any errors in the stderr.out log file? Regards, Karthik -Original Message- On Sep 7, 2012 11:16 PM, Leonard Johnson wrote: hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
I was wondering if keeping every email that has ever been sent on a system that is 4 years old with thousands of emails every day would decrease email performance? Teresa In a message dated 9/7/2012 07:22:29 P.M. Central Daylight Time, hbr4...@gmail.com writes: I have seen this on many versions. Enable email logging and look for a couple of items. 1. Does the mail box your picking up from have a large number of emails to be picked up? 2. Is the engine hanging on a type of email, maybe with large attachments? 3. How much memory do you have on the server, how much is allocated for the java process that the engine is using? 4. Before you kill the engine, are you looking at the memory that it's using? In the past I have seen three main reasons for the hanging of the engine: Memory, bad email message (that could not be processed, like an encrypted message), to many messages to be picked up (if you are using inbound emails).. Remember logging will help. Good luck and take care of you kidneys, Howard Sent from one of Howard's iPads On Sep 7, 2012, at 5:25 PM, Randeep Atwal ratwals...@gmail.com wrote: Running a query (monitoring tools usually have a db row count monitor) of the oldest unsent message greater than x minutes ago is a way to understand if it's hung and automate a restart. Sent from my BlackBerry device on the Rogers Wireless Network -Original Message- From: Boyd, Rebecca boy...@wfu.edu Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 7 Sep 2012 16:48:37 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Re: Email Engine Hanging We run a PowerShell script which looks for error in the stderr.out log. On Fri, Sep 7, 2012 at 2:23 PM, Karthik karthik...@gmail.com wrote: ** Did you check if performance of remedy was good when the email engine was hung? Sometimes when the performance is not stable it tends to hang. Also, are there any errors in the stderr.out log file? Regards, Karthik On Sep 7, 2012 11:16 PM, Leonard Johnson leonard.john...@accenture.com wrote: hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
It would not slow the email engine, however, the logic in the arsystem could be impacted. We only save 30 days back and saw a little performance bounce. Enjoy the weekend Howard Sent from my iPhone 4 On Sep 8, 2012, at 11:15 AM, Teresa Fannin teresasfan...@aol.com wrote: ** I was wondering if keeping every email that has ever been sent on a system that is 4 years old with thousands of emails every day would decrease email performance? Teresa In a message dated 9/7/2012 07:22:29 P.M. Central Daylight Time, hbr4...@gmail.com writes: I have seen this on many versions. Enable email logging and look for a couple of items. 1. Does the mail box your picking up from have a large number of emails to be picked up? 2. Is the engine hanging on a type of email, maybe with large attachments? 3. How much memory do you have on the server, how much is allocated for the java process that the engine is using? 4. Before you kill the engine, are you looking at the memory that it's using? In the past I have seen three main reasons for the hanging of the engine: Memory, bad email message (that could not be processed, like an encrypted message), to many messages to be picked up (if you are using inbound emails).. Remember logging will help. Good luck and take care of you kidneys, Howard Sent from one of Howard's iPads On Sep 7, 2012, at 5:25 PM, Randeep Atwal ratwals...@gmail.com wrote: Running a query (monitoringtools usually have a db row count monitor) of the oldest unsent message greater than x minutes ago is a way to understand if it's hung and automate a restart. Sent from my BlackBerry device on the Rogers Wireless Network -Original Message- From: Boyd, Rebeccaboy...@wfu.edu Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 7 Sep 2012 16:48:37 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Re: Email Engine Hanging We run a PowerShell script which looks for error in the stderr.out log. On Fri, Sep 7, 2012 at 2:23 PM, Karthik karthik...@gmail.com wrote: ** Did you check if performance of remedy was good when the email engine was hung? Sometimes when the performance is not stable it tends to hang. Also, are there any errors in the stderr.out log file? Regards, Karthik On Sep 7, 2012 11:16 PM, Leonard Johnson leonard.john...@accenture.com wrote: hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Email Engine Hanging
hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
Monitoring just the email service is not very reliable as in windows we have seen email engine service is up but just hung. What we did was actually monitoring the email messages table. If there are any messages(entries) older than 15min we get alerted. In fact we have configured the monitoring such that it will auto restarts the email service. On Friday, September 7, 2012 10:46:11 AM UTC-7, Leonard Johnson wrote: hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
Did you check if performance of remedy was good when the email engine was hung? Sometimes when the performance is not stable it tends to hang. Also, are there any errors in the stderr.out log file? Regards, Karthik On Sep 7, 2012 11:16 PM, Leonard Johnson leonard.john...@accenture.com wrote: hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
Hi LJ, I am not sure what version you are on or what operating system you have, but we had the same issue with 7.6.04 SP3. BMC has given us a hotfix that has resolved the issue. It basically is an update to the emaildaemon.jar file. Thanks! Greg -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Leonard Johnson Sent: Friday, September 07, 2012 12:46 PM To: arslist@ARSLIST.ORG Subject: Email Engine Hanging hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
Well, as one LJ to another, I must agree with patchsk. The email engine cleans out remedy emails, to check to see if it is working you must check to verify that the emails are going out properly. This could be checking to see if the unsent count is not decreasing...if records are sitting unsent for X min's. Whatever qualification you need to use to determine that the engine isn't working. This could be done through any number of API's available (Java, C, perl, php, .net, etc), all of them can log onto a server and perform a query. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Leonard Johnson Sent: Friday, September 07, 2012 11:46 AM To: arslist@ARSLIST.ORG Subject: Email Engine Hanging hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
We run a PowerShell script which looks for error in the stderr.out log. On Fri, Sep 7, 2012 at 2:23 PM, Karthik karthik...@gmail.com wrote: ** Did you check if performance of remedy was good when the email engine was hung? Sometimes when the performance is not stable it tends to hang. Also, are there any errors in the stderr.out log file? Regards, Karthik On Sep 7, 2012 11:16 PM, Leonard Johnson leonard.john...@accenture.com wrote: hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
Running a query (monitoring tools usually have a db row count monitor) of the oldest unsent message greater than x minutes ago is a way to understand if it's hung and automate a restart. Sent from my BlackBerry device on the Rogers Wireless Network -Original Message- From: Boyd, Rebecca boy...@wfu.edu Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 7 Sep 2012 16:48:37 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Re: Email Engine Hanging We run a PowerShell script which looks for error in the stderr.out log. On Fri, Sep 7, 2012 at 2:23 PM, Karthik karthik...@gmail.com wrote: ** Did you check if performance of remedy was good when the email engine was hung? Sometimes when the performance is not stable it tends to hang. Also, are there any errors in the stderr.out log file? Regards, Karthik On Sep 7, 2012 11:16 PM, Leonard Johnson leonard.john...@accenture.com wrote: hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
Below is a link with the details of the solution we came up with. http://ars-action-request-system.1.n7.nabble.com/Email-Issue-tp96525p96528.html About the only time we remember this is running is when we purposely stop the Email Engine to allow us to delete the email records before being sent (like for mass ticket updates when a group changes their name) and then the the process runs and starts the Email Engine again. The nice thing is it is just a status change of configuration record in the SHR:Escalation form to stop the monitoring, we just need to remember to do it. Jason On Fri, Sep 7, 2012 at 2:25 PM, Randeep Atwal ratwals...@gmail.com wrote: Running a query (monitoring tools usually have a db row count monitor) of the oldest unsent message greater than x minutes ago is a way to understand if it's hung and automate a restart. Sent from my BlackBerry device on the Rogers Wireless Network -Original Message- From: Boyd, Rebecca boy...@wfu.edu Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 7 Sep 2012 16:48:37 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Re: Email Engine Hanging We run a PowerShell script which looks for error in the stderr.out log. On Fri, Sep 7, 2012 at 2:23 PM, Karthik karthik...@gmail.com wrote: ** Did you check if performance of remedy was good when the email engine was hung? Sometimes when the performance is not stable it tends to hang. Also, are there any errors in the stderr.out log file? Regards, Karthik On Sep 7, 2012 11:16 PM, Leonard Johnson leonard.john...@accenture.com wrote: hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Email Engine Hanging
I have seen this on many versions. Enable email logging and look for a couple of items. 1. Does the mail box your picking up from have a large number of emails to be picked up? 2. Is the engine hanging on a type of email, maybe with large attachments? 3. How much memory do you have on the server, how much is allocated for the java process that the engine is using? 4. Before you kill the engine, are you looking at the memory that it's using? In the past I have seen three main reasons for the hanging of the engine: Memory, bad email message (that could not be processed, like an encrypted message), to many messages to be picked up (if you are using inbound emails).. Remember logging will help. Good luck and take care of you kidneys, Howard Sent from one of Howard's iPads On Sep 7, 2012, at 5:25 PM, Randeep Atwal ratwals...@gmail.com wrote: Running a query (monitoring tools usually have a db row count monitor) of the oldest unsent message greater than x minutes ago is a way to understand if it's hung and automate a restart. Sent from my BlackBerry device on the Rogers Wireless Network -Original Message- From: Boyd, Rebecca boy...@wfu.edu Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 7 Sep 2012 16:48:37 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Re: Email Engine Hanging We run a PowerShell script which looks for error in the stderr.out log. On Fri, Sep 7, 2012 at 2:23 PM, Karthik karthik...@gmail.com wrote: ** Did you check if performance of remedy was good when the email engine was hung? Sometimes when the performance is not stable it tends to hang. Also, are there any errors in the stderr.out log file? Regards, Karthik On Sep 7, 2012 11:16 PM, Leonard Johnson leonard.john...@accenture.com wrote: hey all, Every now and then our email engine hangs (hasnt everyone's?). Starting and stopping this will get emails going again but I am wondering if anyone has used ProactiveNet or other monitoring to catch this when it happens. Since the email Engine service is still showing as running, I can't really use that for monitoring. Any idea of what log or method I can use to proactively catch this prior to customers calling to say they arent getting their notifications? I haven't dug very deep on this yet but this is always the place I find the right answers and putting it out to you all first. Thanks for any input. LJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
