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SM 9.30 SMTP Setup

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Frequent Advisor

SM 9.30 SMTP Setup

I'm attempting to turn on SMTP e-mails in Service Manager 9.30.511.  So far I have added the smtp parameters to the sm.ini file.  I added the emailout process to the startup Initialization Registry.  I verified that the SMTPMail process is running in the System Status.  When I attempt to send a message via ServiceManager Mail I receive the message in the client "Mail has been scheduled to be sent to the specified users."


I then go to the sm.log to watch the e-mail message be sent and below is what I'm receiving.  It appears as though the connection the smtp server is successful but the e-mail is still failing to be sent.  Can anyone help me track down what the issue might be?  Do you know what SCAuto error 801 might refer to?


  3444(  1704) 05/09/2013 08:21:33  RAD I Email has been sent to proskinsm@upmc.edu.

  3756(   672) 05/09/2013 08:21:33 JRTE I Connect to mail server sucessfully.outlook.upmc.edu:25

  3756(   672) 05/09/2013 08:21:38 com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)

  3756(   672) 05/09/2013 08:21:38 com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)

  3756(   672) 05/09/2013 08:21:38 com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)

  3756(   672) 05/09/2013 08:21:38 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendInner(MailSessionImpl.java:551)

  3756(   672) 05/09/2013 08:21:38 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendMail(MailSessionImpl.java:507)

  3756(   672) 05/09/2013 08:21:38 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.access$000(MailSessionImpl.java:44)

  3756(   672) 05/09/2013 08:21:38 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$EmailTask.process(MailSessionImpl.java:676)

  3756(   672) 05/09/2013 08:21:38 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.handleTask(MailSessionImpl.java:823)

  3756(   672) 05/09/2013 08:21:38 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.process(MailSessionImpl.java:812)

  3756(   672) 05/09/2013 08:21:38 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.run(MailSessionImpl.java:752)

  3756(   672) 05/09/2013 08:21:38 java.lang.Thread.run(Unknown Source)

  3756(   672) 05/09/2013 08:21:38 JRTE I Unable to send mail, retry one more time.

  3756(   672) 05/09/2013 08:21:38 JRTE I Connect to mail server sucessfully.outlook.upmc.edu:25

  3756(   672) 05/09/2013 08:21:43 com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)

  3756(   672) 05/09/2013 08:21:43 com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)

  3756(   672) 05/09/2013 08:21:43 com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)

  3756(   672) 05/09/2013 08:21:43 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendInner(MailSessionImpl.java:551)

  3756(   672) 05/09/2013 08:21:43 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendMail(MailSessionImpl.java:522)

  3756(   672) 05/09/2013 08:21:43 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.access$000(MailSessionImpl.java:44)

  3756(   672) 05/09/2013 08:21:43 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$EmailTask.process(MailSessionImpl.java:676)

  3756(   672) 05/09/2013 08:21:43 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.handleTask(MailSessionImpl.java:823)

  3756(   672) 05/09/2013 08:21:43 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.process(MailSessionImpl.java:812)

  3756(   672) 05/09/2013 08:21:43 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.run(MailSessionImpl.java:752)

  3756(   672) 05/09/2013 08:21:43 java.lang.Thread.run(Unknown Source)

  3756(   672) 05/09/2013 08:21:43 JRTE E Failed to deliver message to 'proskinsm@upmc.edu'

  3756(   672) 05/09/2013 08:21:43  RTE E scautod_create failed; SCAuto error 801

  3756(   672) 05/09/2013 08:21:43 JRTE I MailThread completed task in 10095 milliseconds.

Frequent Advisor

Re: SM 9.30 SMTP Setup

I found a solution.  I needed to set the smtpTLS:1 parameter in the sm.ini.  After doing so the email is now being sent as expected.

Trusted Contributor

Re: SM 9.30 SMTP Setup



I am suspecnting that you are using IR and the IR file for probsummary are corrupted !


First to confirm this please run a verify ir on the ir.probsummary:

These are the steps:
from Service Manager server RUN (through command prompt) launch:
sm -util
enter your choice: vrir
Enter fully qualified name for the IR file: ir.probsummary
the result will be printed in the sm.log

if you check the log and see that some records are corrupted then you will need to:

Remove the IR Key in the probsummary dbdict (to stop the IR)
Perform an IR Regen in the probsummary dbdict


I hope this helps you!


P.S. I did a research on SCAuto error 801 but nothing comes up in the knowledge database about this.


Best Regards,


Frequent Advisor

Re: SM 9.30 SMTP Setup



Thanks for the reply but what does this have to do with probsummary?  I'm not initializing the email from probsummary and it's not touching that table at all?




Occasional Visitor

Re: SM 9.30 SMTP Setup

Hi Shawn,

Reading you log looks like you are trying to sent HTML mail through SCAuto. So my question is do you have applied HTML notification pack and do you use SCAuto for outgoing mails from SM?

Also is the mail account configuration on the server is fine?

Frequent Advisor

Re: SM 9.30 SMTP Setup

I found a solution.  I needed to set the smtpTLS:1 parameter in the sm.ini.  After doing so the email is now being sent as expected.