Dispatcher issues

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Revision as of 10:45, 10 January 2011 by Saychakr (Talk | contribs)
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Dispatcher

Others

  • If Auto Responses are used, increase the workflow partition setting for max Auto Response number/count (see screenshot for Workflow Partition Settings)
  • Don’t use completion node in Outbound workflows
  • Don’t write Update statements for Activity and Case attributes in custom rules
    • Programmatically set it in memory, by using SetAttribute
  • Don’t use Custom Statuses. Rather, use Custom Attributes.

Dispatcher not able to connect to server

  • Is the server down?
  • Was SMTP or ESMTP service ever stopped?
  • At the SMTP/ESMTP level, check maximum number of connections allowed for the SMTP/ESMTP server.

Operation timed out while connecting to the server

  • Increase the Dx socket timeout in <Unified EIM / Unified WIM Install Dir>/config/dispatcher/egpl_dispatcherconfig.properties file. (Maximum recommended = 5 minutes)

eg_log_<server_name>_dx-process.log file contains message "550 5.0.0 Please call the helpdesk for access to this mail relay."

  • Services server IP address should be added to ACL for allowing SMTP relay. Contact IT support for this.

eg_log_<Server_name>_dx-process.logfile contains message “550 5.7.1 Unable to relay for …”

  • Services server IP address should be added to ACL for allowing SMTP relay. Contact IT support for this

eg_log_<server_name>_dx-process.log file contains message “554 Message refused”

  • E-Mail refused by SMTP server – Spam, Virus or Restricted attachment at server

eg_log_<server_name>_dx-process.logfile contains message “550-Potentially executable content. If you meant to send this file then please package it up as a zip file and resend it”

  • E-Mail contains attachment perceived as malicious by SMTP server
  • Delete the attachment so that E-Mail gets delivered without attachment, by running the following query on Active DB:
  • update egpl_casemgmt_activity set num_attachments=0 where activity_id = <provide activity_id>

eg_log_<server_name>_dx-process.log file contains message “552 Message size exceeds maximum permitted”

  • Server rejecting mails higher than allowed size (allowed size is controlled by the Max body size for dispatcher partition setting).
  • Mails keep getting retried – so increase size limit or delete large attachment
  • Connect at port 25; EHLO, 250-SIZE XXX, MAIL FROM:<some_E-Mail_address> SIZE=XXX

eg_log_<server_name>_dx-process.logfile contains message “550 Unauthenticated relaying not allowed(#5.7.1)”

  • Server expects ESMTP protocol while alias is configured for SMTP.


– Useful Information


Reasons for Undispatchable E-Mails

  • Number of attachments specified in E-Mail data object does not match with the list of attachment objects attached to it.
  • The data for the specified Alias or the SMTP preference set is not available.
  • Invalid 'From' or ‘To’ E-Mail address.
  • Invalid attachment
  • Policy restrictions
  • All 5xx response code errors from SMTP server


Important files

  • Logs
    • <Unified EIM / Unified WIM Install Dir>/logs/eg_log_<server_name>_dx-process.log OR batch-exec-dx-process.txt


Important Preferences

  • Default SMTP dispatcher preferences
  • Dispatcher Notification To and From addresses
  • Number of new mails to dispatch
  • Number of retry E-Mails to dispatch
  • Dispatcher Service Failover delay
  • IO Timeout – Read timeout errors


Important properties (<Unified EIM / Unified WIM Install Dir>/config/dispatcher/egpl_dispatcherconfig.properties)

  • Dx.debug flag
  • Dx.Socket timeout – Connection timeout value to SMTP
  • Dx.NumE-MailPending – Allowable maximum number of activities pending for dispatch
  • Dx.AgeE-MailPending – Allowable maximum age (in minutes) of oldest activity
  • Other properties used in Notifications


Monitors

  • Processing time indicates cycle processing time
  • Undispatchable E-Mails


Notification scenarios

  • The SMTP server is not specified in the Alias details or in the SMTP preference settings.
  • The specified SMTP server name can not be resolved by the DNS.
  • Connection could not be established with the specified SMTP server.
  • Authentication failure on the ESMTP server.
  • Connection loss while sending E-Mail.
  • Number of attachments specified in E-Mail data object does not match with the list of attachment objects attached to it.
  • The data for the specified Alias or the SMTP preference set is not available.
  • Invalid From E-Mail address.
  • Invalid To E-Mail address.
  • Invalid attachment – read permissions not granted to storage folder.
  • Policy restrictions – particular address, domain.
  • All 5xx response code errors from SMTP server.

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