How to troubleshoot Helpdesk email that fails to send

Article:HOWTO1406  |  Created: 2005-12-28  |  Updated: 2011-04-07  |  Article URL http://www.symantec.com/docs/HOWTO1406
Article Type
How To


The Notification Server is responsible for sending email. This relays the request to the email server (Exchange, etc.) Helpdesk leverages this functionality, however, it does not control it. The following steps list how to troubleshoot issues with Helpdesk email not being sent by the Notification Server.

Note: The first section of the following steps is also covered in article TECH121853.

Verify if the notify rule is being applied to the incident

  1. In Helpdesk, view an incident that is not sending email to recipients.
  2. If the notify rule does not appear under "Rules applied" section, than the conditions of the rule were most likely not met. Refer back to TECH121853 for additional troubleshooting.
  3. If the "Rules applied" section does show that the notify rule was applied, then most likely there is an issue with the email delivery process.

 Verify that the Notification Server environment is configured correctly

  1. In the Altiris Console, click on the Configuration tab (or go to View > Configuration if using Console 6.5).
  2. Click on Server Settings > Notification Server Settings > Advanced Settings.
  3. Ensure that "Enable Notification Server Processing" is checked and enabled. If not, enable it then click on the Apply button.
  4. Click on E-mail Configuration.
  5. Ensure that the correct information is present and that clicking on the Test E-mail button delivers a test message to the To address.
  6. On the Notification Server, open Windows Explorer and navigate to the <Altiris_installation_drive>:\Program Files\Altiris\Notification Server\Mail folder.
  7. If many XML files are present, especially old ones, this often indicates issues with email being able to be sent by the Notification Server. One possible solution, if this is heavily backed up, is to copy the XML files to an external folder, then delete all but the current date's. This may then enable the Notification Server to begin and continue to process outgoing email.
  8. Ensure that .NET is working correctly with the Notification Server by reviewing the following article:

    Troubleshooting the new .NET version of the mail service in SP2 Notification Server
    http://www.symantec.com/business/support/index?page=content&id=HOWTO4206

    Note: This is an older article but may still be relevant for current systems.

 Troubleshoot the outgoing email's XML file

  1. In the Altiris Console, click on the Configuration tab (or go to View > Configuration if using Console 6.5).
  2. Click on Server Settings > Notification Server Settings > Advanced Settings.
  3. Disable "Enable Notification Server Processing"
  4. Click on the Apply button. XML files for outgoing email will now collect in the <Altiris_installation_drive>:\Program Files\Altiris\Notification Server\Mail folder and temporarily not be processed.
  5. Create a new Helpdesk incident that will cause the notify rule to be applied.
  6. On the Notification Server, open Windows Explorer and navigate to the <Altiris_installation_drive>:\Program Files\Altiris\Notification Server\Mail folder.
  7. An XML file should be generated from the new incident. There may be more than one. Opening an XML file will show the incident's Subject in the "<subject>" tag. Once the correct XML file is located, copy this out of the folder to a different folder. Note: If no XML file was created, and the rule was applied, contact Helpdesk Technical Support for additional assistance. Notification Server Processing can now be re-enabled.
  8. If the XML was generated, then other conditions may result in it not being processed correctly:

    a. The email template used by the notify rule may be corrupted or be invalid. As a test, set the "Send e-mail" template to use to an out of box standard one, such as the "Thank you". Note: If a "Send pager e-mail" is being used, set that to None, then use "Thank you" for the "Send-email" instead.
    b. Ensure that the email template being used has a valid From address and that there is a subject field.
    c. Ensure that the email template being used has more than 15 characters in the body field.
    d. The email recipient list may have a corrupted contact or worker record. Remove all recipients from the "Send to these workers" and "These addresses To" boxes. Then, add just one recipient to the "Send to these workers". If this then works, remove the recipient from the "Send to these workers box" and then add the same worker's email address in the "These addresses To" box.
     
  9. Open the Altiris Log Viewer. This is found in the Windows Start button > All Programs > Altiris > Diagnostics folder.
  10. Click on the Options > Filters menu choice.
  11. Enter the name of the XML file in the Include box.
  12. Click on the OK button.
  13. The Altiris Log Viewer should then only show entries for the specified file. Review these for troubleshooting.

Send the XML file to Helpdesk Technical Support for analysis

If none of the above still helps, contact Helpdesk Technical Support and provide the Altiris server logs and the XML file for analysis.

Related Articles

Helpdesk outbound email sent to recipients when using a pager e-mail fail to send to the Current Contact or These Workers
http://www.symantec.com/business/support/index?page=content&id=TECH157642

Helpdesk notify rules are not sending email
http://www.symantec.com/business/support/index?page=content&id=TECH121853

Email sent to helpdesk does not create new incidents
http://www.symantec.com/business/support/index?page=content&id=TECH122017


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