stoli

Our helpdesk has stopped automatically processing our e-mail inbox for some reason. Here’s what I’ve tried so far:

Checked the settings under Configuration, Server Settings, Notification Server Settings, Incident Settings. “Read e-mail from active e-mail inboxes” is checked. “Inbox processing interval” is set to 60 (seconds). I applied the settings again for good measure.

Next, I went to Incidents, Admin, E-Mail Inboxes, List E-Mail Inboxes. I selected the inbox (we only use one) and clicked the edit button. I checked the settings and all appears to be correct which makes sense since it was working until a few days ago. I clicked the test connection button and got an OK response. I also checked the account on the mail server and it is receiving mail ok. Password is correct.

I unchecked the active box so I could process the inbox manually. When I do this, e-mails are processed correctly. I checked the active box again and behavior went back to the helpdesk not processing e-mails automatically.

I wondered if some service was hung so I rebooted the server. No change. Verified that "Enable Notification Server Processing" is checked.

I'd appreciate any help. Thanks!

Mike

Did you recently create any new Validation rules that might interfere with email incidents? Check your error log if you think this is the case. If so, add the "Helpdesk" worker as an exception to the validation rule.

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Mike Ainsworth

stoli

After an escalation with Altiris support and quite a bit of time on the phone, we found the problem just recently. It was an authentication issue.

As part of the troubleshooting process we noticed that we could authenticate to:

https://servername.domain.com/aexHD/auto.asmx

but we couldn't authenticate to:

https://altiris.domain.com/aexHD/auto.asmx
or
https://helpdesk.domain.com/aexHD/auto.asmx

even though they resolve to the same IP address

So, in the registry, we edited HKLM\Software\Altiris\eXpress\Helpdesk Package\Authority changing it from altiris.domain.com to servername.domain.com and everything lit up and worked again like magic.

I don't know if this will be helpful to anyone else as I can probably attribute much of this to the "unique nature of our environment".

Nick

Sticking the thread since it sounds like a useful piece of information.

Thanks for sharing your resolution to the problem.

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Scire potentia est (knowledge is power)

dominique

Hello,

Actually I have Local in the registry HKLM\Software\Altiris\eXpress\Helpdesk Package\Authority

I will try to change it to the servername.domain.com
as I have an error
Description: Inbox processing exception: Error connecting to e-mail inbox. Error connecting to server. 149.142.194.60


Thanks,
Dom

dominique

Hello,

The server IP address was wrong by corrceting it it works

Thanks,
Dom

hfrench

Dom -

I know your problem is solved but I also wanted to throw in that when that happens make sure your POP service on the mail server is running as well. Ours died a few weeks back and the Inbox stopped processing. We dont use POP outside of our Helpdesk implmentation.

Hunter

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Hunter French
Roanoke, VA
Blog: http://www.frenchfamily.org/hunter