We recently upgraded from Exchange 2003 to 2007 and also from Helpmaster Pro 8.0.16 to 8.0.18 and we are experiencing issues with priority manager. The email manager is successfully reviewing our helpdesk mailbox and creating/updating existing jobs without issue and sending out emails to clients during this process, but the priority manager seems to be experiencing some issues. The priority manager will not send out emails internally, so this is impacting on our internal SLA's.
I can test from the SQL server that has the priority manager installed that the outlook with the helpdesk mailbox can successfully send emails out without issues, so it seems like a connection issue somewhere.
Some error codes we are getting in the priority manager event logs are:
We were initially getting the following errors:
Date Logged: 25/11/2008 12:33:07 PM
Message: An unexpected Error has occurred in clsEmail.LogOnToMapiSession():
- Error Description: 'System.Runtime.InteropServices.COMException (0x80040115): Error in IMsgServiceAdmin::ConfigureMsgService: MAPI_E_NETWORK_ERROR
at Redemption.IRDOSession.LogonExchangeMailbox(String User, String ServerName)
at HMP.PriorityManager.Service.clsEmail.LogOnToMapiSession(EnumEmailSytemType p_EmailSystemType, String p_strUser, String p_strServer)'
- Mailbox User name: 'Help Desk NT Solutions'
- Server name: 'NTS-DC02'
- Default Outlook Profile name: '*** (UNKNOWN) ***'
- User Logged on to Outlook Profile: '*** (UNKNOWN) ***'
- Default StoreName: *** (UNKNOWN) ***
Emails Sent: 0
Machine Name: NTSDC02
Version Number: v8.0.18.1057
and
Date Logged: 25/11/2008 12:33:07 PM
Message: You have not set a valid email server and mailbox name for sending email with
Please set it using HelpMaster Pro Desktop in the Priority Manager Administration screen for this service to work
- EmailSystem: 'Default Email System'
- Mailbox: 'Help Desk NT Solutions
- EmailServerName: 'NTS-DC02'
Priority Manager service in unable to run and will be stopped until the error is resolved.
Emails Sent: 0
Machine Name: NTSDC02
Version Number: v8.0.18.1057
I have reset the email manager and priority manager service setup to the service and restarted services. I have also rebooted the server and run a database maintenance in helpmaster.
The current messages when a profile runs is the following:
Date Logged: 3/12/2008 4:48:09 PM
Message: The email address XYZ is invalid.
- Error Location: clsEmail.SendEmail_Redemption at code location: 25
- Error Description: 'System.Runtime.InteropServices.COMException (0x80004005): Could not resolve the message recipients
at Redemption.RDOMailClass.Send()
at HMP.PriorityManager.Service.clsEmail.a(String b, String b, String b, String b, String b, String b, String b, String b, String& b)'
Emails Sent: 0
Machine Name: NTSDC02
Version Number: v8.0.18.1057