Documentum Email Notification Troubleshooting GuideDocumentum Email Notification Troubleshooting...

Documentum Email Notification Troubleshooting Guide For Windows and Solaris Docbases running 4.x through 5.x versions of DCTM Content Server

August 2003

Email Notification Troubleshooting Guide

1.0 INTRODUCTION ..............................................................................................................................3 2.0 INTENDED AUDIENCE....................................................................................................................3 3.0 REQUIREMENTS .............................................................................................................................4

3.1 Versions of Outlook ......................................................................................................................4 3.2 Content Servers 5.x on Microsoft and UNIX .................................................................................5 3.3 Docbase Accounts........................................................................................................................5

4.0 HOW DOES EMAIL NOTIFICATION WORK? .................................................................................5 4.1 Microsoft eContent Server Installations ........................................................................................5 4.2 Unix eContent Server 4.2.x or 5.1.x Installations..........................................................................6 4.3 Process Flow for Email Notification on Microsoft based platforms................................................6 4.4 Process Flow for Email Notification on UNIX based platforms......................................................6 4.5 Email Events.................................................................................................................................7

5.0 PROCESS FLOW FOR EMAIL NOTIFICATION..............................................................................8 6.0 5.X DOCBASE ON MICROSOFT.....................................................................................................9 7.0 TROUBLESHOOTING EMAIL NOTIFICATION ISSUES.................................................................9

7.1 Specific Users or Groups..............................................................................................................9 7.2 Docbase fails to send email for any user or docbase event for Window based eContent Servers 10 7.3 Troubleshooting UNIX docbase with "mailx"..............................................................................10 7.4 Executing "mail.exe" manually Vs. How a docbase launches "mail.exe" ....................................11

8.0 TROUBLESHOOTING METHOD OBJECTS AND VERBS ...........................................................11 8.1 Microsoft based Docbases 4.2.x.................................................................................................12 8.2 Microsoft based Docbases 5.x....................................................................................................12 8.3 Method Verb and Attributes ........................................................................................................12 8.4 Method Verb for dm_event_sender ............................................................................................13 8.5 Trace Launch..............................................................................................................................14 8.6 Example of Trace Launch...........................................................................................................14 8.7 Example of “mail.exe” Executing.....................................................................................................15 8.8 UNIX Process Check..................................................................................................................15 8.9 Example of mail method .............................................................................................................15 8.10 Other Examples..........................................................................................................................17 8.11 Mail process execution, in series or parallel. ..............................................................................19

9.0 METHOD VERBS SUMMARY........................................................................................................19 10.0 CONFIGURING WEBPUBLISHER DOCBASES ...........................................................................19

10.1 Setting Up WebPublisher for Sending HTML Mail ......................................................................20 11.0 MAIL INTEGRATION ISSUES .......................................................................................................21 12.0 SUPPORT NOTES .........................................................................................................................23

12.1 Support Note 16430 ...................................................................................................................23 12.2 Support Note 6667 .....................................................................................................................23 12.3 Support Note 16691 ...................................................................................................................24 12.4 Support Note 18005 ...................................................................................................................25

Confidential Page 2 of 25


1.0 Introduction The purpose of this trouble shooting guide is to assist the Docbase Administrator in remedying or enabling docbase email notification should it fail or was incorrectly configured when a docbase was installed. This guide will explain how email notification works, suggest tests that a docbase administrator can perform for problem isolation, and recommend known solutions to get email notification working. Finally, this guide brings together published technical Support Notes (SN) into one organized presentation. Docbase Administrators should be able to implement email notification with the information provided in this guide.

2.0 Intended Audience This guide is intended to assist Docbase Administrators in troubleshooting email notification problems using standard out-of-the-box Documentum provided methods and binaries. In addition, Docbase Administrators or Developers that are interested in getting a base line review of how email notification is designed and what steps they can take in getting email notification to work out-of-the-box may find this guide interesting. This guide is not intended to assist Developers who are writing their own email notification methods, using third party mail clients other than the one provide by Documentum, such as BLAT or Sendmail, or using custom email notification methods with Documentum's out-of-the-box mail client "mail.exe" or "smail.exe" or any combination that is not standard out of the box. In addition, this guide is not intended to assist administrators who require assistance in getting mail client and mail server communications up and running. For example, installing SMTP mail servers and configuring them for use with their docbase. Finally, this guide will not cover email notification issues with eConnector for Lotus Notes. For issues with this product please consult the various publications released for eConnector for Lotus Notes or contact Documentum Technical Support for further assistance.



Platforms This guide will cover the following platforms and Content Server combinations. 1) eContent Servers 4.x installed on Windows and Solaris Operating Systems and

supported database platforms. 2) Content Servers 5.x installed on Windows and Solaris Operating systems and

supported database platforms. 3) Email notification as it relates to WebPublisher, Desktop Client, Intranet Client

functionality. 4) Microsoft Outlook 5) Unix mailx

3.0 Requirements This guide assumes that there is a functioning and working TCP/IP connection between the Docbase host and mail server. It also assumes that this mail server has been set up correctly and independent tests have verified that Documentum users accounts can send and receive email outside of the docbase; this includes the docbase owner. For eContent Servers 4.2 x using Desktop Client, Microsoft Outlook must be installed, configured and running on the eContent Server. This is because the docbase uses "mail.exe" a mapi compliant mail client that needs certain dll's from Microsoft Outlook to be running. Thus, Microsoft Outlook must be up and running when email notification is attempted by the docbase for 4.2.x eContent Servers docbases using Desktop Client. It is desirable to have the default profile Outlook on startup use the same name and password as the docbase owner (See Troubleshooting Email Notification Issues, section 7.0, for further information as to why this is important.). To check the default profile for Outlook, select the icon with one mouse click then right click on properties, select "Show Profiles", check "Use this profile on Startup". 3.1 Versions of Outlook The following versions of Outlook will work: Outlook 97, Outlook 98, early versions or Outlook 2000 without virus protection



The following versions of Outlook will not work: Outlook Express, Later versions of Outlook 2000 with virus protection, Outlook 2002. Note: See the Support Note (SN) section of this guide to determine if the Outlook 2000 version you are using has virus protection.

3.2 Content Servers 5.x on Microsoft and UNIX For Content Servers 5.x and greater there is no need for Microsoft Outlook to be installed on the Content Server. This is because the docbase uses the SMTP mail protocol and is not dependent on Outlook for successful for mail notification. Content Servers on Unix use mailx by default and do not require or need Microsoft Outlook. The only requirement for the mail server is that it be SMTP compliant. 3.3 Docbase Accounts There are three accounts that are required for every user in a docbase. They are:

• Operating system account, for user authentication, mandatory • Docbase account, to enable docbase login, mandatory • Mail account, mandatory for email notification

This is mentioned because sometimes docbase email notification fails because the email address entered for that user in the docbase is incorrect. To check the email address login to Documentum Administrator, select "Users”, and then select the user in question. Check the email address. Is it correct? Test this email address in Outlook, can you send email using this address?

4.0 How Does Email Notification Work? Email notification is an event driven mechanism that relies on integration between the Content Server application software, configured docbases and a thin mail client or shell script supplied by Documentum. 4.1 Microsoft eContent Server Installations For Microsoft eContent Server installations Documentum provides two thin mail clients. They are: 1)"mail.exe" with eContent Server 4.2 sourced by the dm_event_sender.ebs



2) "smail.exe" with eContent Server 4.2 sourced by the dm_wp_sender.ebs when WebPublisher is installed. The dm_wp_sender.ebs file is packaged with WebPublisher. 3) "smail.exe with Content Server 5.x sourced by the dm_event_sender.ebs The two mail clients mentioned above are provided with 4.2.x and 5.x installations and are located in |\Documentum\product\4.x.or 5.x\bin 4.2 Unix eContent Server 4.2.x or 5.1.x Installations For Unix eContent Server 4.2.x or 5.1.x installations, Documentum provides a shell script, which sources “mailx”, a mail client that comes standard with UNIX. The “mail” method object stored in the docbase launches this shell script 1) This shell script is called dm_mailwrapper.sh and is located in /Documentum/product/4.2.x or 5.x/bin Note: "mail.exe" and "smail.exe" are included in all eContent Server installations whether they are Microsoft or Unix based. 4.3 Process Flow for Email Notification on Microsoft based platforms When a user or docbase generates an event the eContent Server forwards the event to the "dm_event_sender.ebs" method for processing which then passes mail arguments to a mail method called "mail" which opens up an operating system shell to launch the "mail.exe." program. The "mail" method object is a pointer the "mail.exe" program. 4.4 Process Flow for Email Notification on UNIX based platforms When a user or docbase generates an event, the eContent Server forwards the event to the "dm_event_sender.ebs" method for processing which then passes mail arguments to a mail method called "mail" which opens up a operating system shell to launch the dm_mailwrapper.sh script which in turns launches "mailx". The "mail" method object is a pointer to the dm_mailwrapper.sh script. It is important to remember that these methods and programs are used by all the docbases. For each eContent Server installation there is only one dm_event_sender, mail.exe, smail,exe, and dm_mailwrapper.sh.



However, it is possible to customize different docbases using the same eContent Server to use different mail methods and programs. Since email notification uses method objects and method objects are pointers to files and programs, the ability to customize individual docbases is possible. This would require creating new mail methods for dm_event_sender.ebs and mail.exe and copying them into Documentum's ~\bin directory and pointing the method objects to these new files. Out-of-the-box functionality is covered under our Standard Support. However, if you are interested in creating customizations that requires modifications are beyond our Standard Support, you will need assistance from Documentum's Developer Support. Documentum's Developer Support can be obtained at an additional charge. For details about Developer Support, please see our Support web site. 4.5 Email Events It should be noted that email events could be generated by the docbase internally. Examples of this are: 1) Jobs, Methods or Procedures can generate docbase email 2) Certain audited events such dm_checkin or dm_checkout can generate docbase

email 3) Running the "queue" API call can generate docbase email if certain arguments are

used In a macro sense the eContent Server architecture determines what events will generate docbase email. This is predetermined by eContent Server's design and the email method being used such as the dm_event_sender.ebs or dm_wp_sender.ebs. If a specific event does not generate docbase email, a customization will have to be written and added to the dm_event_sender.ebs or dm_wp_sender.ebs methods. If you need assistance with this please contact Documentum Developer Support.


http://www.documentum.com/support/developer.html

http://www.documentum.com/support/developer.html


5.0 Process Flow For Email Notification The below diagram illustrates how email notification works. The diagram shows what happens when a user logged into the docbase generates an event like "Send To:" from desktop client using the option "Distribution List" Mail Server / Microsoft Exchange

eContent Server 4.x or 5.x

Documentum Client

Desktop Client / WebPublisher / Intranet Client With Microsoft Outlook Installed

Docbase receives the event process it, then launches mail client

Mail Server receives email and forwards email to DCTM Client with Outlook

Step 1

Confidential

User generates an event like routing adocument to a user Such as "Send To: Distribution list

User receives email in Outlook on DCTM Client . If the user clicks on URL link or dtm icon the appropriate DCTM client willlaunch and will login to the docbase. How the message appears in outlook depends on the method being used dm_event_sender or dm_wp_sender. To see and launch dtm icons in email messages from the docbase, Desktop Client Integrations must be installed.

Step 2

Step 3

Page 8 of 25


6.0 5.x Docbase on Microsoft A new attribute was added to the server config object for 5.x docbases. No longer is the SMTP server value stored as part of the mail method object for "smail.exe". When installing WebPublisher against 4.x docbases. With the introduction 5.x, Documentum introduced a new step, which departs from previous eContent Server configurations. This step involves setting the SMTP mail server hostname during the creation of the docbase. During installation, a dialog box will be presented to the user to enter the SMTP hostname. The installer will then proceed to test the connection to the SMTP mail server host, if the hostname is invalid the user has the choice to skip the step and move on with the rest of the docbase installation. The SMTP hostname is stored as an attribute in the server config object for the docbase. To view the entry, dump the server config object for the docbase in IAPI. Notice the value as entered. For instance can you execute "smail.exe" in DOS window using this value? Ask your mail administrator if this is the correct hostname. If you need to change it, use the "SET" API, enter the value, save it and then reinitialize the docbase. This can be done via IAPI from Documentum Administrator.

7.0 Troubleshooting Email Notification Issues The best way to troubleshoot email notification issues is to determine the scope of the problem. For instance, email notification does not work for: 1) Specific users 2) Specific groups 3) For any event in the docbase that is designed to generate email 4) Email notification works but the message integration is not functioning. For example

clicking on the URL in the message is failing to login in with a DCTM client. 7.1 Specific Users or Groups Check the Users or Groups addresses in the docbase and test this with your Mail Client. If email notification works for other events and other Users or Groups then the problem is not with how the docbase is configured. It is one of the following three possibilities:

• The email address is incorrectly entered in the docbase • The address does not exist in the mail server • The process, which is sending the email such as a workflow lifecycle is failing to

pass the email address to the server for processing.



7.2 Docbase fails to send email for any user or docbase event for Window based eContent Servers

When a docbase cannot send email for any kind of user generated action, the first step is to remove the problem from the docbase. For instance, "mail.exe" and "smail.exe" are programs that can be run from the DOS prompt. They are stand-alone programs that will send email to your mail server when executed with the proper arguments. See Section 10.0, Setting Up WebPublisher for Sending HTML Mail, below for usage instructions on these executables. Try to run these executables on the eContent Server in a DOS window. If they do not succeed then contact your mail administrator for further assistance If you are confident that your syntax usage is correct then the problem is external to docbase and must be resolved before proceeding. Work with your mail administrator to confirm the following. 1) The mail server is reachable from the eContent Server. Use ping and nslookup

commands 2) The arguments you are passing are correct 3) The mail server is compliant to MAPI 2.0 for "mail.exe" 4) The mail server is compliant to SMTP for "smail.exe" Remember, you will not be using both "mail.exe" and "smail.exe" at the same time. Use the correct binary for your eContent Server as described in the Requirements section above. If you cannot launch "mail.exe" or "smail.exe" please see your Mail Administrator for further assistance. You cannot precede any further until this is resolved.

7.3 Troubleshooting UNIX docbase with "mailx" Troubleshooting UNIX based docbase is a much simpler process. For obvious reasons there is no Outlook profile to worry about and since "mailx is SMTP based process there is no need to perform a MAPI login. The only test that is necessary to run is to execute "mailx" in a UNIX shell against an email address that is stored in the docbase. UNIX docbases execute the "mailx" command from UNIX shell. If your UNIX docbase is not sending email, then your first step in troubleshooting is to run this command manually. Open a UNIX shell as the docbase installation owner and type "mailx". Attempt to send email to an email address listed in the docbase. If this does not



succeed consult with your UNIX administrator and your Mail Administrator as to what the problem could be. At this point you cannot precede any further with email notification troubleshooting until this issue is resolved. You may want to investigate the sendmail process on your UNIX Operating System and confirm that the mail process is able to send email from your UNIX host to your eventual Microsoft Exchange Server. For instance, a forwarding mail server may need to be configured to link the two mail servers. If you’re able to send email executing "mailx" manually then proceed to next section in this guide, "Troubleshooting Method Objects and Verbs".

7.4 Executing "mail.exe" manually Vs. How a docbase launches "mail.exe" The docbase just like any user must create the arguments and pass them automatically to the "mail.exe command. Two of these arguments are the -U and -P flags. For instance -U is the user account that logs into the Mail Server and -P is the corresponding password. In this case since a MAPI login being performed the account name is actually the profile name in Microsoft Exchange. The docbase grabs the default profile that Outlook uses upon startup. As mentioned earlier in this guide you can check this by clicking on properties for Outlook and looking at "Use this profile upon startup”. The docbase then makes a system call to the operating system to find the password that was used to login into operating system. The docbase then puts these two arguments together along with the rest of the arguments then does a shell sync to open up dos shell to launch "mail.exe." If you look at the contents of either one of the methods; dm_event_sender.ebs or dm_wp_sender.ebs, you will see this command. This is why when troubleshooting email notification it’s best to use the same for the profile as the docbase owner and to sync their passwords. In most cases this fixes the majority of email notification problems.

8.0 Troubleshooting Method Objects and Verbs If you are still unable to get email notification to work but are able to launch "mail.exe" or "mailx" command manually and the default profile for Outlook profile is correctly set, then the next step is to look at the method objects.



As mentioned before docbases utilize method objects to launch the email process. For each docbase there are two methods objects involved in email notification. As mentioned before they are. 8.1 Microsoft based Docbases 4.2.x "dm_event_sender.ebs" method, which sources the "mail" method which execute "mail.exe" "dm_wp_sender" method, which sources the "mail" method, which executes "smail.exe" (WebPublisher installations only) Note: Copying the dm_wp_sender to a non-WebPublisher docbase and configuring the docbase it execute to smail.exe is unsupported. This is because the dm_wp_sender is designed to work with docbases that use WebPublisher Clients exclusively. Therefore it is not supported to use Desktop Client and WebPublisher on the same docbase and expect email notification to function. This is a current limitation for the method and Documentum client architectures.

8.2 Microsoft based Docbases 5.x "dm_event_sender.ebs method, which sources the mail method and executes "smail.exe". UNIX based Docbases 4.x and 5.x "dm_event_sender.ebs" method which sources the "mail" method that executes 'dm_mail_wrapper.sh and executes "mailx".

8.3 Method Verb and Attributes By default the method verb arguments should be set correctly when a docbase is installed and should not need correction. This includes 4.x eContent Servers running on Microsoft or UNIX platforms. Keep in mind that it maybe necessary to edit the method verb arguments if they have been altered. On the next page is a screen shot of the method object dm_event_sender, as seen from Documentum Administrator. Note the full method verb should state the following: .\dmbasic.exe -f .\dm_event_sender.ebs -eMail



Look at all the attributes. For example, that the program type is "dmbasic" that the method is set to "Run as Server". This means that the docbase owner will run the process when it is invoked. This also means the docbase owner will be the sender of the email. This is an important setting, if non-privilege users are unable to run root level tasks. For further information about non-privilege users running root level tasks please see the eContent Server installation guide about running dm_root_task and what effect this has on docbase operations. Some docbases are not set up to allow non-privilege users to run this method. The error that is returned to the docbase log usually indicates that the dm_assume_user process was unable to launch the dm_event_sender process. If you get this error, check the "Run As Server" argument and retry the email notification. In most cases this fixes the problem. 8.4 Method Verb for dm_event_sender



8.5 Trace Launch The other method attribute that a can assist with troubleshooting is Trace Launch. Checking this option will append all the method arguments to docbase log when the method has been called. In terms of problem isolation this can be very helpful since this indicates that an event did occurred, launched the method and mail execution was attempted. For example, consider the whole troubleshooting exercise as a review of events and process working together. Example:

1) User performs an action that is designed to generate email 2) Did the method launch? Turn on Trace Launch do you see method arguments in

the docbase log? Are the arguments correct? Are there errors in the method launch?

3) If the method launched, this means the event mechanism is working properly and

is capable of generating events.

4) If they are no errors in the docbase log, do you see the “mail.exe” process launching in Task Manager? Do you see “mailx” launching on your UNIX operating system? See section 8.8 on UNIX Process Check.

Here is an example of a trace launch from dm_event_sender indicating the Full Text Index Job failed to launch. The docbase is designed to send email to the docbase owner if the full text indexing jobs fails to launch. This is a normal message.

8.6 Example of Trace Launch TRACE LAUNCH: .\dmbasic.exe -f.\dm_event_sender.ebs -eMail --"dedri_nt4o" "nulldate" "Job_Failure" "[ERROR] [LAUNCHER 445]Detected while completing processing for job dm_FulltextMgr:FAILED: Method dm_FulltextMgr return value was 1.""dm_FulltextMgr" 0800ea6080000329 "nulldate" 1 dm_null_id """dedrickh" "dedrickh" "event" "" "dedrickh" "dedrickh" WIN32"dedrickh" 1b00ea608000b100 "11/28/00 12:37:39 PM" 0 "dm_job""crtext" 0 "crtext" "" "" 80 "\sbn." .\mail.exe



8.7 Example of “mail.exe” Executing

8.8 UNIX Process Check For Unix docbases your could run the following command to see if the operating system or the docbase is attempting to send mail. <ps –ef | grep mailx> <ps –ef | grep dm_mailwrapper.sh>

8.9 Example of mail method Just like the dm_event_sender method the mail method has the same attributes such as “Run As Server “ , “Trace Launch”. You can have these arguments appended to the docbase for further troubleshooting.



As you can see the method object above launches “mail.exe” as shown on the previous page with the Windows Task Manager graphic.



8.10 Other Examples Here is an example of a WebPublisher Docbase method verb. Notice the method verb still states dm_event_sender. The full method verb is /dmbasic -f./dm_wp_sender.ebs –eMail



Here is an example of the “mail” method verb using WebPublisher, which uses smail.exe. The full method verb states ".\smail.exe -server CORPISMSG01" Notice the method object is mail but its pointing to smail.exe.



8.11 Mail process execution, in series or parallel. Most methods in the docbase can be launched either synchronously or asynchronously. If for example you select asynchronously for the mail, it will launch one “mail.exe” process at a time. Launch Async: This can be important if there are hundreds of events launching email. Since each process uses up some memory, the above flag prevents the docbase from consuming all available memory if for some reason hundreds of “mail.exe” process were executed by the docbase.

9.0 Method Verbs Summary At this point your method verbs should have checked out. If they do and you are still not getting email notification to work, then your quickest path to resolution is to probably log a case with Technical Support. You could try replacing the methods from a working eContent Server installation (same version) and copy the new ones into the /DOCUMENTUM/product/4.x or 5.x/bin directory. This has worked in the past to fix corrupt or damaged files. In addition, you may want to check permissions and ownership of these files. It might be helpful to review all the steps outlined. For instance,

1) Can “mail.exe”, “smail.exe” or “mailx be launched in an operating system shell? If you cannot get them to execute, work with mail administrator and system administrator to remedy.

2) Do your method verbs match the above examples?

3) Does email not work for specific events? If this is the case, try isolating the event

itself down to a user, group or event type. Then log a case with Technical Support. There may be a problem with the method that is undiscovered.

10.0 Configuring WebPublisher Docbases Included below is an extract from the WebPublisher installation guide. The below procedures are for all 4.x docbases using 4.x WebPublisher Client’s. Note prior to



starting the below steps make sure you copy the dm_wp_sender.ebs file to the DOCUMENUTM/product/4.x.5.x/bin directory. This method is packaged with the WebPublisher installation.

10.1 Setting Up WebPublisher for Sending HTML Mail This procedure sets up WebPublisher for sending HTML mail, which is performed using Documentum Administrator (DA) and WebPublisher. To configure HTML mail sending: 1. Ensure your dmcl.ini file is pointing to the correct DocBroker. 2. Connect to Documentum Administrator as superuser. 3. Click DQL/API. 4. Click API to change the dm_event_sender method. Use the API command and data fields to change the dm_event_sender method so that it calls dm_wp_sender.ebs. 5. Type the following: a. In the command field type: retrieve,c,dm_method where object_name = ’dm_event_sender’ b. Click Execute. c. In the command field type: set,c,l,method_verb d. In the data field type: i. For NT: .\dmbasic -f.\dm_event_sender.ebs -eMail ii. For UNIX: ./dmbasic -f./dm_event_sender.ebs -eMail e. Click Execute. 6. Click API to change the HTML mail method. Use the API command and data fields to change the mail method so that it calls smail on NT and dm_wp_mailwrapper.sh on Unix. 7. Type the following: a. In the command field type: retrieve,c,dm_method where object_name = ’mail’ b. Click Execute. c. In the command field type: set,c,l,method_verb d. In the data field type: i. For NT: ".\smail.exe -server mail_server_name" ii. For UNIX: ./dm_wp_mailwrapper.sh e. Click Execute.



11.0 Mail Integration Issues The last problem area that needs to be reviewed is mail integration. Mail integrations are created by the methods dm_event_sender.ebs and dm_wp_sender . They essentially allow a user to click on a link within the email to launch a Documentum Client which the logs into the docbase to complete a task. For Desktop Client docbases, Desktop Client Integrations needs to be installed on every Desktop Client host, if it is desired use the integration link in the email. These integrations must be installed with Desktop Client. Please see the Desktop Client Installation Guide and Release Notes if you would like further information. Here is an example of an email that a Desktop Client user would receive using Outlook installed. In this example the dm_event_sender method , launched the mail method, which executed “mail.exe” .



Here is an example of a WebPublisher user receiving email with Outlook installed. In this example the dm_wp_sender method, launched the mail method, which executed “smail.exe”.

If you are having problems with any of the above integrations your only course of action is to confirm that you are using the correct versions of Desktop Client, WebPublisher and eContent Server combinations. Since the links in the email are created by the methods any failure of the links to work properly would be the fault of the method. If you are unable to login to the docbase but can do it manually there is a problem with the method. Log a case with Technical Support so a bug and patch can be logged to fix the issue. If you cannot login manually to the same docbase that sent you email then check your dmcl.ini file. Perhaps it’s a simple as your docbroker entry. It is important to keep in mind when troubleshooting email notification issues to focus on which client will be used to login into the docbase. As mentioned earlier, different methods offer different links. This is why Desktop Client users and WebPublisher users cannot use both email notification.



12.0 Support Notes 12.1 Support Note 16430 Why I get a funny message from Outlook 2002 when running mail.exe? Recently some cases have come in for email notification, which are showing that OUTLOOK 2002 will not work with our current ECS server offerings. This is because Microsoft has introduced a new security monitor, which seems to block automatic notifications from the docbase and also trap any manual execution of mail.exe by showing the dialog box below for a user to react to. If the user picks yes an email will be sent. However automatic notifications from the docbase are not sent and a dialog box does not appear. This new feature from MSOFT is designed to fix the continued exploitation of virus's and worms, which has plague Microsoft for such a long time. The solution for now is to ask the customer to back out Outlook 2002 and use either Outlook 97 98 or 2000. This has been tested and verified to solve the problem. The customer only has to change the Outlook client, which is installed on the eContent Server not for their install base (user community) A bug will be logged against this problem and engineering will have to address this when they can. 12.2 Support Note 6667 Does Documentum have a tool that I can use to test the local mail service at the command line? The mail.exe, the executable the Documentum uses to send mail to a Microsoft Exchange server can be used at the command line. Please follow the instructions precisely below. 1) Create a text file in the following directory "\DOCUMENTUM\product\4.0\bin" and call it test.txt 2) Open up a DOS prompt and navigate to "\DOCUMENTUM\product\4.0\bin directory" Run the mail.exe command with following arguments; IMPORTANT there are no spaces after each flag and the file "test.txt" must be specified. Use quote marks to isolate variables with spaces.



Notice the flags -u -p -a -f -s -u = email profile name -p = profile password -a = recipient name -f = the file name absolute path c:\testing\whatever -s= subject of email mail.exe -u"Exchange default profile" -p"password"-a"[email protected]" -f"c:\DOCUMENTUM\product\4.0\bin\test.txt" -s"this is a test" If this command line test succeeds then perhaps Documentum is now working. Try routing a task to a user using one of Documentum's Client applications. If this fails then perhaps there is a permission problem with one of Documentum’s directory. There have been quite few cases that have solved by fixing permission issues inside the Documentum folder structure. 12.3 Support Note 16691 How can I test email notification with my SMTP mail server and the eContent Server? Documentum provides an smtp mail binary for email notification, which is used in conjunction with WebPublisher and Documentum standard eContent Server. The binary, smail.exe is called by the dm_wp_sender.ebs for various email notification events, which occur in the docbase. To test email notification simply run smail.exe from command line in a Microsoft DOS window. For UNIX eContent Servers mailx in used instead of smail.exe that can also be tested at a UNIX shell prompt. See you UNIX administrator for further assistance if you need help in this area. To see what arguments you should use type smail.exe -h , a usage dialog will appear in your window. If you run the command and are still unable to send email by running smail.exe work make sure you have the following correct. 1) That you mail server can process smtp mail messages. 2) That your -server argument is the hostname of your smtp mail server.




3) That the email address that you are attempting to send email to is an smtp email address. This can be confirmed by looking at any user accounts email properties under the address book available in every mail client. 4) A space must appear after each flag argument. For example -a [email protected] Steps to run. On NT : - Create a test file like : c:\mailtest.txt - In the command Prompt and go to $DOCUMENTUM/product/4/1/bin - Type the following command: smail -S Test -A <recipient email address> -F c:\mailtest.txt -M <sender email address> 12.4 Support Note 18005 Why do I have to have Outlook running on my server in order for mail notification to function ? mail.exe will not send emails without Outlook running on the server mail.exe calls the application but does not actually send the email A) This will not be a requirement in 5.1. Instead, the 5.1installer will require you to define an SMTP mail server so that the Content Server can use an SMTP interface to send mail rather than a MAPI (Outlook) interface. An alternative is to use blat.exe - This is not supported but it avoids having a Mail client like Outlook open and accessible on the server machine. The following link tells you how to use it and how to modify the dm_event_sender.ebs accordingly http://www.dmdeveloper.com/articles/email.html

Documentum, Inc. 6801 Koll Center Parkway Pleasanton, CA 94566-7047 phone (925) 600-6800 fax (925) 600-6850 www.documentum.com

© 2002 Documentum, Inc. All rights reserved. Documentum, and the corporate logo are trademarks or registered trademarks of Documentum, Inc. in the United States and throughout the world. All other company and product names are used for identification purposes only and may be trademarks of their respective owners. Documentum cannot guarantee completion of any future products or product features mentioned in this document, and no reliance should be placed on their availability. Printed in the U.S.A.

http://www.dmdeveloper.com/articles/email.html

© 2011 - 2013 EMC Corporation. All Rights Reserved. EMC believes the information in this publication is accurate as of its publication date. The information is subject to change

without

notice.

THE INFORMATION IN THIS PUBLICATION IS PROVIDED “AS IS.” EMC CORPORATION MAKES NO

REPRESENTATIONS OR

WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION IN THIS PUBLICATION, AND

SPECIFICALLY

DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

Use, copying, and distribution of any EMC software described in this publication requires an applicable software license.

EMC2, EMC, and the EMC logo are registered trademarks or trademarks of EMC Corporation in the United State and other

countries.

All other trademarks used herein are the property of their respective owners.

Date post:	20-Mar-2018
Category:	Documents
Upload:	phungnguyet
View:	227 times
Download:	3 times

Documentum Email Notification Troubleshooting GuideDocumentum Email Notification Troubleshooting...

Documents