IBM Support

MustGather: E-mail issues with Engineering Workflow Management



This document assists you in collecting the data necessary to diagnose and resolve IBM Rational Team Concert (RTC) e-mail issues.


  • You see that e-mails are not delivered at all
  • You see that e-mails are delivered with delay


This MustGather assists you in collecting the data necessary to help you diagnose and resolve the issue. If you are unable to determine the root cause by using the information collected, you should open a case with IBM Support for further investigation providing the data that is collected.

Resolving The Problem

You can use the IBM Support Assistant Lite (ISA Lite) Data Collector tool to quickly collect diagnostic files, such as log files, configuration files or to run traces. ISA Lite collects information about your Jazz Team Server environment and stores the information in a .zip archive file. If you have a need to open a service request with IBM Support for further assistance, you can send the archive file with the data collection so that they can help diagnose and fix problems.

You should gather the information below in addition to the normal information and log gathering done by ISA Lite:

  • Do email test from Admin page for JTS -> E-mail Settings check how much time it took to reach the recipient.
  • Check your e-mail settings in E-mail Settings page for JTS: https://<server>:9443/jts/ Provide a screen capture of these settings to the support if you open a new support case.
  • Set Debug Mail API property in E-mail Settings page for JTS: https://<server>:9443/jts/ and reproduce the issue. This setting causes logging to trace.log in WebSphere Liberty or Systemout.log in WebSphere Application Server. Check whether there is any message written into trace.log or Systemout.log file in your logs directory.
  • If the e-mail messages are not delivered at all, gather the data from Troubleshooting the SMTP server document.
  • If the e-mail messages are delivered with delay:
    • Enable more tracing:
      1. In the add the following line for trace:
        • For ccm (in server/ccm/conf):

        • For jts (in server/jts/conf):

      2. Save both files.
      3. Reload the file by accessing the following link:
        (You will avoid restarting the server with this step)
      4. Reproduce the issue and provide the jts.log and ccm.log files.
    • If you see consistently taking above 1 hour, then try changing the Transport Reuse Count value in the jts/admin -> Advanced Properties from default setting "19" to "5" and re-try the tests.
    • Check whether e-mails are sent when you use "FakeSMTP" server.
    • Gather the data provided in the Technote 6214495: Significant Delay in Workitem Email Notifications.

[{"Business Unit":{"code":"BU055","label":"Cognitive Applications"},"Product":{"code":"SSUC3U","label":"IBM Engineering Workflow Management"},"ARM Category":[{"code":"a8m50000000CjlFAAS","label":"Team Concert->***Needs Sorting->Email notification"}],"ARM Case Number":"TS001232067","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)","Line of Business":{"code":"LOB02","label":"AI Applications"}}]

Document Information

Modified date:
01 June 2020