SMTP mail failing from SCS on alarm conditions in SCI

Administration
1

I am getting the below error in my log when testing an alarm condition and reaction. I would like to send an email when that alarm is activated, but Genesys doesn’t like me today, so it’s giving me errors.

Test Condition <144, mw1>, Test MessageID = 20000

CREATE ActiveAlarm  <144, mw1> for  App=<184, reph_datasourcer_b>, createTime=1176214216
15:10:16.741   Trace   sdorg001   mng_scs_p   GCTI-43-10612   Active Alarm 'mw1' created for Application 'reph_datasourcer_b' 
15:10:16.741   Alarm   sextg016   reph_datasourcer_b   GCTI-00-04115   mw1, alarm condition(144)
15:10:16.741   Alarm   sextg016   reph_datasourcer_b   GCTI-00-04200   Active Alarm "mw1" Created (ID=21182630-C8E5-4372-BC8B-108F796DEAFB)
ActiveAlarm::SetDeleteTimer  <144, mw1> for App=<184, reph_datasourcer_b>, LastSetTime=1176214216, timeout=172800
15:10:16.756   Standard   sdorg001   mng_scs_p   GCTI-43-20705   Request to create alarm 'mw1' for application 'reph_datasourcer_b' issued by 'woodrm1' (684)
!Execute all Reaction for AlarmCondition <144, mw1>
15:10:16.756   Trace   sdorg001   mng_scs_p   GCTI-43-10500   Reaction 'mw1' activated
Reaction text: An alarm has been detected by Genesys Solution Management Layer.

Alarm Reaction: mw1

Alarm Condition: 
	ID: 144
	Name: mw1
	category: Major
Application:
	ID: 184
	Name: reph_datasourcer_b
	Type: DataSourcer
Message:
	ID: 20000
	Msg description: 

[b]15:10:16.756   Standard   sdorg001   mng_scs_p   GCTI-43-10315   Unable to execute AlarmReaction 'mw1' of type 'Reaction_SendEmail' for AlarmCondition 'mw1' [from App 'reph_datasourcer_b'], error [Mailer is not initialized successfully]
15:10:16.756   Standard   sdorg001   mng_scs_p   GCTI-43-10220   Unable to execute Reaction 'mw1'[/b]

### MESSAGE#=4115, 'mw1, alarm condition(144)'

CREATE ActiveAlarm  <143, DataSourcer Application Failure> for  App=<184, reph_datasourcer_b>, createTime=1176214216
15:10:16.756   Trace   sdorg001   mng_scs_p   GCTI-43-10612   Active Alarm 'DataSourcer Application Failure' created for Application 'reph_datasourcer_b' 
15:10:16.756   Alarm   sextg016   reph_datasourcer_b   GCTI-00-04115   DataSourcer Application Failure, alarm condition(143)
15:10:16.756   Alarm   sextg016   reph_datasourcer_b   GCTI-00-04200   Active Alarm "DataSourcer Application Failure" Created (ID=AEB5985C-DDBF-453C-AF4A-310378FDA688)
ActiveAlarm::SetDeleteTimer  <143, DataSourcer Application Failure> for App=<184, reph_datasourcer_b>, LastSetTime=1176214216, timeout=172800
Found Condition <143, DataSourcer Application Failure>, Detect Message = 4115
!Execute all Reaction for AlarmCondition <143, DataSourcer Application Failure>

Does anyone have any idea as to what could be stopping the emails being sent? I have had a scan of the Genesys solutions and 1 example comes up, which is not relevant to us (according to our server / email guys).

I have added the mailer category to SCS (both primary and backup) with 3 options:
smtp_from
smtp_host
smtp_port
all 3 option values have been confirmed as ok.

Your help, as always, would be appreciated :

Mark

2

Maybe your Anti-Virus is stopping applications from using port 25 for SMTP?

In McAfee: Open VirusScan Consol, Open Access Protecion and check if port 25 is blocked

2 Likes
3

Good suggestion, have checked this and port 25 is open to be used.

4

You have outlook installed.

5

Hi Mark,

Have you restarted SCS after adding the options related to SMTP? SCS tries to initialize the mailer engine at the start-up only.

Cheers,
René

1 Like
6

Nope, outloook is not installed on this server, its not trying to use MAPI.

1 Like
7

Could well be the problem, we are planning to restart most things tomorrow evening before go live of another area on Thursday, that may resolve the issue.
The documentation mentions that adding the options take effect immediately, but it would not be surprising for it to need a restart!

Will restart tomorrow and come back with the results :]

Mark

1 Like
8

I know what the documentation says but unfortunately it isn’t true. Any changes related to the settings of the mailer engine do require restart of SCS to be applied.

R.

9

Just another silly documentation error then :smiley:
Restart scheduled for tonight :]

Mark

10

I’ve just checked the documentation for SCS 7.5 and it’s fixed there - any changes to the options “smtp_host” and “smtp_port” are applied after restart :wink:

R.

11

Ah ha, that’s about right!

Restart last night, started to get ‘SMTP 501:SMTP server error’ in SCS log, looks like it didnt like the email address and name, changed it to the raw email address and it worked.

eg: smtp_from: Genesys Alarm <[email removed]> - will not work
however, smtp_from: [email removed] will work.

All good now, I can create some proper detections and reactions!

Thanks René

Mark

12

Hi Mark,

Good to know it’s working now :slight_smile:

If you want to specify personal part for the email address then the format has to be like - smtp_from: “…personal part…” <…email address…>

Cheers,
René