Dispatcher issues

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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.