Debugging Email Issue : Mail Profile Parameter

One of my friend called me up this morning and said somehow emails stop working in Production Env. And when I asked about the issue in detail, he told me that any of the email via Workflow Policy is not going, he tried lot many times but none of the user has received any of the email but if use F9 functionality, email was firing properly.

hmmmmm !!! Okayy... not a problem, lets start the debugging and lets see where exactly the issue exist.

1. Since F9 functionality is working that means Siebel Server is successfully creating an SMTP request using the Communication Profile (that we generally used in Production Env).

2. Do some operation, so that Workflow Policy gets trigger.

3. Checked whether policy gets trigger or not, using the below SQL statement :

select * from s_escl_req

where rule_id = "Policy Row Id"

record was existing in the table and checked the BT_ROW_ID column has the rowid of the record for which policy triggered.

4. Lets wait for 1 min, (generally 1 min is the sleeping time of all monitor agents) and lets see whether it is getting processed by monitor agent or not.

5. Yes, after around 1 min, the record gets deleted from S_ESCL_REQ and a new record gets created in S_APSRVR_REQ table for sending an email to the user with status "Queued".

6. Uptill now everything seems working fine and now Email Manager should pick this request from S_APSRVR_REQ table and should send an email. Lets wait for 1 min more.

7. Ooops... record is still existing in S_APSRVR_REQ table with the status "Queued". That means Email Manager has some issue and it is not picking the request from this table. Okayy.. now lets see what Mr. Email Manager is doing right now [may be on vacation :) ]

8. Navigate to "Administration -> Server Management -> Enterprises". Query for "Email Manager" and found that it was there and the status was online. It seems working, drilldown on it and navigated to "Tasks" view and no error log was being generated for it. But since it is running then it should process the record in S_APSRVR_REQ table. And one more point is we are successfully sending emails via F9 functionality.

9. Okayy, now lets check which email communication profile this "Email Manager" is using.

10. Navigate to "Administration - Server Configuration -> Enterprises -> Component Definitions". Query for "Email Manager". Query for "Mail Profile" under Parameters list.

11. And yes, we found something strange. "Profile Name" was somehow blank. Don't know the reason but since it is not having Communication Profile mentioned to process the request, it is not doing its job perfectly.

12. Put the same communication profile name which we were using for F9 functionality. Restart the Siebel Server and found all emails which got stuck in "Queued" status in S_APSRVR_REQ table, has successfully processed and has the status "Success" now.

So finally, issue get resolved.