Troubleshooting escalation emails

Use this information to solve problems relating to escalation emails

• Check the SystemOut.log file for error messages relating to people assignments or email addresses.
• If the SystemOut.log file does not contain any relevant messages, enable the debug mode for the mail session server.

  In the administrative console, click Resources > Mail > Mail sessions then HTMMailSession_server, and select the Enable debug mode check box.

  When an escalation email is sent, debug information is written to the SystemOut.log file.
• If you are using virtual member manager as the people directory provider and you are having problems with email addresses, enable the Staff.Diagnosis custom property.
  1. In the administrative console, click Servers > Clusters > WebSphere application server clusters > cluster_name, then on the Configuration tab, in the Business Process Manager section, expand Business Process Choreographer, and click Human Task Manager.
  2. On the Configuration tab, under Additional Properties, click Custom Properties > Staff.Diagnosis, and type on in the Value field.
  When an escalation email is sent, additional information about the people assignment is written to the SystemOut.log file.
• Check if the Human Task Manager hold queue contains messages.
  1. In the administrative console, click Servers > Clusters > WebSphere application server clusters > cluster_name, then on the Configuration tab, in the Business Process Manager section, expand Business Process Choreographer, and click Human Task Manager.
  2. In the Runtime tab, click Replay Hold Queue.
     The messages in the hold queue are shown in the Hold queue messages field.

  If the hold queue contains messages, check the First Failure Data Capture (FFDC) directory of your server for more information about the error.

• Check the values of the custom properties for the number of times an email is resent and the timeout for sending an email.
  1. In the administrative console, click Servers > Clusters > WebSphere application server clusters > cluster_name, then on the Configuration tab, in the Business Process Manager section, expand Business Process Choreographer, and click Human Task Manager.
  2. On the Configuration tab, in the Additional Propertiessection, click Custom Properties.
  3. Check the values of the EscalationEmail.RetryTimeout and the EscalationEmail.MaxRetries fields.

     EscalationEmail.RetryTimeout

     Specifies how long Human Task Manager waits until it resends an email notification that failed. The default value for this field is 3600 s. (one hour) If the retry fails, then the retry timeout is doubled dynamically for every time the retry fails. By default, if the first retry fails, another retry is made after two hours.

     EscalationEmail.MaxRetries

     Specifies the number of times Human Task Manager tries to resend an email notification that failed. The default value for this field is 4 retries. If the value of this field is set to 0, a failed email notification is not resent. If all of the retries fail, then a message is put into the hold queue. You can see the messages in the hold queue in the administrative console in the Runtime tab for Human Task Manager. If you replay the messages, this is equivalent to sending the email for the first time.