How to debug SMTP communication?

[svenhaul]

Hi folks,

I currently have trouble with sending email. An agent is performing the NotifyContact action with a method of EMAIL. From the log file, everything looks fine, the agent performs, another action after NotifyContact also runs, so it should be perfect.

Nothing reaches the SMPT server, though.

I can reach the SMTP server from the OTM machine (verified the telnet way), I changed to another SMTP server (via setting glog.mail.smtp.host in glog.properties). The info page in OTM shows that these correct properties are used.

The target address specified in the contact used in the agent is correct (checked a million times and even created a new contact just to be sure).

Simply, OTM does not send the mail, but from the log files, everything claims to be fine.

Is there any way to trace the SMTP sending part in OTM? I set glog.mail.debug=true in glog.properties, but I do not see a difference, i.e. the log files I find on the machine look exactly as before.

I did restart OTM each time a changed a property in glog.properties.

Any ideas?

Thanks a lot,
Sven

[svenhaul]

Re: How to debug SMTP communication?

Update: I installed wireshark on the server machine and sniffed for any communication on port 25.

OTM does not even try to reach the SMTP server, although the agent log file says the action ran successfully.

Is there any place to simply test the mail function, comparable with the various "send interface transmission" menu choices?

Thanks,
Sven

[nick.polites]

Re: How to debug SMTP communication?

Well you can send a test email out via the QA servlet:

Open a Web browser to your OTM instance and tag the following to the end:

/GC3/glog.webserver.processcontrol.ProcessServlet?userL evel=qa


You will see a bunch of options to the left, select the one that says email. Fill out the to, from and a subject and send the message.


Just so you know, this servlet is not supported by Oracle so you won't be able to get any documentation or information about it.

[Stefano]

Re: How to debug SMTP communication?

Hello svenhaul
a part techical reason related to configuration and SMTP server, that for sure could be a reason , I suggest to check, especially if U use an agent to permorm this action, if , in the moment that U send e-mail, information are STILL populated in OTM, because I had in the past a similar problem and I broke my brain looking for technincal stuff, but at the end , becuase I used NOTIFY INVOLVED PARTY action, I discovered that INVOLVED PARTIES CONTACT was'n populate when I use it, becauce was an another agent that populated these Involved party stuff.

Regards

[arunk]

Re: How to debug SMTP communication?

Nick,

I have tried that servlet to send a test mail, since i have newly configured a exchange server in the glog.properties.

The thing is i couldn't find any email option listed in the menus.

Kindly advice....we are running on 5.5CU4. I have attached the screenshots of the menus.

Regds--
Arun

[svenhaul]

Re: How to debug SMTP communication?

Arun,
you probably forgot to append the user level parameter to the servlet URL. You get the full menu only with that parameter:
/GC3/glog.webserver.processcontrol.ProcessServlet?userLevel=qa
The menu choice is under "Notify / E-Mail" then.

Regards,
Sven

[arunk]

Re: How to debug SMTP communication?

Sven,

Thanks...i had missed out the user level.

Is it necessary that i should mention the same from address in the test mail, which i had configured in the glog.workflow.notify.advisor.email in properties file.

Iam not successful with sending test mails.

Since i could see in the administration guide it says, the glog.workflow.notify.advisor.email is the parameter that

defines the email address that email and fax notifications will appear to come from.

Regds--
Arun

[nick.polites]

Re: How to debug SMTP communication?

No you can use any email address.

[svenhaul]

Re: How to debug SMTP communication?

Arun,
you should check if OTM tries to send the email now. Either check the logs of your Exchange server, or have a look at the network communication.

The latter helped me a lot. To do this, install wireshark (www.wireshark.org) on your OTM machine and have it filter for SMTP communication. Then you can see what OTM tries to do.

A side note: The email address you use for trying should be valid on your exchange box. Many email servers allow only outgoing mail from known users. You might also need exchange configuration to allow your OTM box to send mail via SMTP.

[arunk]

Re: How to debug SMTP communication?

Sven,

I had made changes to the glog.mail.smtp.host and glog.workflow.notify.advisor.email in the glog.properties file and let you know the results once the server restart is done.

Regds--
Arun

[arunk]

Re: How to debug SMTP communication?

Nick/Sven,

Iam sending a test email out via the QA servlet and its not working. This is how my #mail and #workflow settings looks like in the glog.properties file,

# mail settings
glog.mail.smtp.host=xxxincalsdcg.xxx.com
glog.workflow.notify.defaultSmtphost=xxxincalsdcg. xxx.com
glog.mail.images=$glog.webserver.URL$/images/mail

# workflow settings
glog.workflow.notify.advisor.name=G-Log Advisor
glog.workflow.notify.advisor.email=Suresh.K3@compa ny.com
glog.workflow.notify.advisor.fax=555-555-5555

Kindly advice....

Regds--
Arun.

[nick.polites]

Re: How to debug SMTP communication?

Have you reviewed the log files for any errors?

[svenhaul]

Re: How to debug SMTP communication?

Arun,
your property file settings are correct, given that you have entered a valid mail server name and a valid email address.

If it still does not work, I strongly suggest that you start debugging the mail server as such:

1. Can you reach the SMTP server at all?
Open a command window on your OTM server box. Type
telnet your.mailserver.name 25
The mail server should reply with something along the lines of
220 your.mailserver.name SMTP server
If you get no reply at all (connection refused), then you have a network issue, or your mailserver is not accepting SMTP connections at all. You have to fix that before OTM is possibly capable of sending mails.

2. Does OTM try to send mail?
For this step, if you can, please install wireshark on the OTM server box and filter for communication with the mailserver as target. Have a look at the wireshark manual, it is not complicated. There you can watch what OTM actually tries to do, as well as the response from the mail server.

Regards,
Sven

[arunk]

Re: How to debug SMTP communication?

Sven,

Thanks for the reply...will check that and let you know

Regds--