Tag: BMC Remedy

Troubleshooting application email issues

One of the applications I work with frequently is a product called BMC Remedy. This application can generate a number of different types of e-mail alerts for various actions performed using Remedy. Testing these actions without spamming users can sometimes be challenging. If you’re in a similar boat trying to test emails from an application, but don’t necessarily want it sending them out try using Papercut – a desktop version of the web based DummySMTP product available. If all you need is to verify that the application can send email and be able to review the contents of the message, Papercut is a perfect program for this.

To setup Papercut, follow the steps below:

  1. Download Papercut and run the Papercut.exe application

  2. Click Options to configure Papercut to run on a specific IP adress and port as shown in the figure. Once configured, setup your application to use the respective IP address or port that you setup for Papercut.

  3. When new mail arrives, an alert will appear in the System Status tray as shown:

  4. If you’d like, you can forward a message to the appropriate destination e-mail address by clicking on Forward

*If the primary link for Papercut is unavailable, you may download Papercut from this secondary download location.

GetConnected

An application I designed and developed during Summer 2009 to help students in residence hall submit requests for networking help. The application created a tracking number for the incident and allowed a consultant to enter any relevant updates to the incident. The application helped prevent over 800 calls from reaching the call center.

Technologies used:

  • C#
  • BMC Remedy API
  • Web Services
  • Jquery

GetConnected

Exception in thread “Email Daemon” java.lang.OutOfMemoryError: Java heap space

We recently launched BMC Remedy 7.1. It’s been a great project learning the characteristics of a very powerful application platform. One of the issues we ran into, shortly after we launched our production server was the error “Exception in thread “Email Daemon” java.lang.OutOfMemoryError: Java heap space” in the stderr.log When looking through the Email Messages form, a large number of messages were also queued for delivery. Clearly, something was wrong as the server had 8 GBs of RAM, so any out of memory error message could only mean a configuration issue or worst case scenario, bad memory. If anyone else is in the same boat, here’s a solution that worked for us:

  1. Click on Start
  2. Click on Run
  3. Type regedit and press Enter
  4. Navigate to HKEY_LOCAL_MACHINE > SYSTEM > CurrentControlSet > Services > BMC Remedy Email Engine > Parameters
  5. Double click the JVM Option Count : REG_DWORD : 0x2
  6. Change the value from 2 to 4 and click OK
  7. Click Edi t> New > String Value
  8. Enter JVM Option Number 2 as the Value name then enter –Xms128m as the Value data and click OK
  9. Click Edit > New > String Value
  10. Enter JVM Option Number 3 as the Value name then enter –Xmx512m as the Value data and click OK
  11. Restart BMC Remedy Email Engine