Configuring E-mail Listener for Maximo 6

Technote (FAQ)


Question

Here are some tips on how to configure the e-mail listener in Maximo 6.x

Cause

[ERROR] Failed to execute e-mail listener for
cron task LSNRCRON and cron instance LSNR602.
javax.mail.AuthenticationFailedException: Logon failure: unknown user
name or bad password.
at com.sun.mail.pop3.POP3Store.protocolConnect(POP3Store.java:104)
at javax.mail.Service.connect(Service.java:233)
at javax.mail.Service.connect(Service.java:134)
at javax.mail.Service.connect(Service.java:86)
at
psdi.common.emailstner.EmailListnerTask.readMessagesFromMailServer(Email
ListnerTask.java:347)
at
psdi.common.emailstner.EmailListnerTask.performTask(EmailListnerTask.jav
a:139)
at
psdi.common.emailstner.EmailListnerCron.cronAction(EmailListnerCron.java
:47)
at
psdi.server.CronTaskManager$CronThread.run(CronTaskManager.java:1240)


Answer

There is a detailed guide regarding 'E-mail Listener' in Chapter 13 of Maximo System Administrator Guide ,621_mx_sag.pdf .

Here are some more tips for you to do troubleshooting when no ticket could be created under your configuration.

Under the correct setting from E-mail Listener Configuration, you still need to ensure the connection between Maximo application server and your mail server. A tool can help for the testing, <Maximo directory>\tools\maximo\internal\testemail.bat , it is executed under Windows command prompt.

TestEmail <host> <port> <user> <password> <protocol> <debug (true/false)>

Below is an example, please note that the Maximo application server should be running when you execute this command.


D:\Maximo\tools\maximo\internal>testemail ibmmaxsupport 110 maximo1 maximo pop3 true
** Email test: Connected to e-mail accountmaximo1

DEBUG: getProvider() returning javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsystems, Inc]
POP3: connecting to host "ibmmaxsupport", port 110
S: +OK CMailServer 4.0 POP3 Service Ready
C: USER maximo1
S: +OK welcome here
C: PASS maximo
S: +OK
C: STAT
S: +OK 0 0
** Email test: opened folder INBOX
** Email test: You have no messages
C: QUIT
S: +OK bye
**Email test: Disconnected from account

If any error shows up in the outcome of this testing, please contact your Mail Administrator. You should have this running correctly before configuring the E-mail Listener.


Cross reference information
Segment Product Component Platform Version Edition
Systems and Asset Management Tivoli Service Request Manager
Systems and Asset Management Tivoli Asset Management for IT

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Document information


More support for:

Tivoli Service Desk
Maximo Service Desk

Software version:

6.2.7, 6.2.8

Operating system(s):

AIX, HP-UX, Solaris, Windows

Software edition:

All Editions

Reference #:

1308414

Modified date:

2014-02-27

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