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Email monitors - mind of their own?

  • 1.  Email monitors - mind of their own?

    Bronze MVP
    Posted 9 days ago
    Hey All,

    I'm having an issue with 3 areas of our email monitors. We have 3 separate accounts (more really but for this message, i only need to discuss 3) and they were all causing me issues a couple of months back which i fixed. 

    Last week, on Thursday morning, I asked support to enable both the email and automation services on my test environment (i was doing some new stuff and needed them online for a short time). From that moment, all the emails being processed by these 3 email accounts (in Cherwell at least) have gone in to error and not created tickets. Yesterday, I requested these services be disabled again (which was done) however, the email monitors are still not working. I recreated a couple of them and this made no difference. 

    I'm really struggling this time on it as there's nothing within the email monitor that changed (just the services being enabled and disabled in test). 

    Any ideas?
    #EmailMonitor

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    Darren
    Service Management
    Lookers PLC
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  • 2.  RE: Email monitors - mind of their own?

    Expert
    Posted 8 days ago
    Hi Darren - Have you tried disabling those monitors and creating a new "simple" monitor without all the monitor rules which are applied in the ones causing you issues?  If message flow works after recreating you may have to rebuild the monitor rules.

    I have found that sometime over-editing of email monitors corrupts them and the worst case is you have to delete and/or recreate them.  Import/Export of the monitors from other systems usually introduces the same or additional issues.  This was especially bad in older versions of Cherwell but seems to be much better now.  This was the first thing I thought of though when I read your post.

    ---Rob

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    Rob Knox | Freelancer
    Cherwell Evangelist | Developer | Admin
    Current Cherwell Version: 9.5.1
    Customer Since Version 4.60
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  • 3.  RE: Email monitors - mind of their own?

    Bronze MVP
    Posted 8 days ago

    Hiya Rob,

     

    I've deleted and recreated and it still didn't work. I'll try to do that again tomorrow but it's really frustrating me

     






  • 4.  RE: Email monitors - mind of their own?

    Bronze MVP
    Posted 8 days ago

    So, strangely, logged on this morning and looked in the error folders and nothing untowards. When i looked in processed for the busiest one of the 3, it had a ticket that had processed (wasn't me or my intervention) and checked in the client and it had logged the ticket via the monitor. This brings me back to the original subject "Email monitors - Mind of their own?" 

    I guess what's really happened is that the service was stopped by support but it's take a little while for this to stop impacting the prod environment. 



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    Darren
    Service Management
    Lookers PLC
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