Product

• Kodak^® InSite^™ Creative Workflow and Kodak InSite Asset Library, all versions
• Kodak TeamWorks and Kodak EyeMedia, all versions

Platform

Dell^® 2800

Operating system

Microsoft^® Windows^® 2000

Symptoms

E-mail messages that are supposed to be sent for project and library activity are not received.

Cause

In TeamWorks and EyeMedia 2.0 and 2.1, e-mail messages are supposed to be sent in the following cases:

• When a task is created, all users assigned the task should receive an e-mail message.
• When a user approves or rejects an element in a task, the task creator should receive an e-mail message.
• When an element is uploaded to a project or library, the CSR should receive an e-mail message (but only if the CSR is configured to receive processing notification e-mail messages in the Customer Administration Web page).

As of Creative Workflow and Asset Library 3.0, the e-mail messages that are sent to each user in the system depend on the notification settings associated with the roles assigned to each user. Depending on the user's notification settings, they will receive e-mail messages about a variety of system activity—for example, projects being created, elements being uploaded, tasks being created, and status being set on tasks.

Problems with e-mail delivery are typically caused by incorrect system configuration. If expected e-mail messages are not being received, follow the troubleshooting steps below.

Solution

Verify that e-mail is set up correctly on the system:

1. Verify that the e-mail relay server is set up on the Creative Workflow/TeamWorks server:
   1. On the server, select Start > Programs > Administrative Tools > Internet Services Manager.
   2. Expand the [servername] tree, right-click Default SMTP Virtual Server and select Properties.
   3. On the Delivery tab, select Advanced.
   4. In the Smart host box, type the e-mail relay server IP address (use “[10.1.2.200]”, including the square brackets).
   5. Restart TWEM services.

2. Ensure that the Administrator e-mail address is specified in the administration Web page. It is important to set up this e-mail account, otherwise some e-mail operations will fail.

3. In the administration Web page, check the value specified in Configuration > Notification > Email Notification Timeout (minutes). The value indicates how long the server waits before grouping together e-mail messages and sending them as a group. The default value is 30 minutes, so customers can expect up to a 30-minute delay between performing an activity and receiving the associated e-mail message. Changing this value to something lower, for example one minute, facilitates e-mail testing.

4. Verify that the e-mail addresses specified for individual users are correct. If an e-mail address is not specified for a user, that user will not receive any e-mail notifications.

Verify if e-mail messages are being generated:

1. Set the registry value TWEB/NOTI_Notification/KeepSendQueueFolders to TRUE. This setting keeps e-mail notifications after they are sent, rather than deleting them, so that you can see which e-mail notifications the system is actually sending. You can find the saved XML e-mail files in J:\InSiteNotification.

2. Restart the TWEM service. This cleans up the log files and enables the registry setting to take effect.

Check the log files for evidence of any problems. The following are some suggestions for places to look:

NOTI_Mailer.log file

This log file should contain:

• SQL query to get e-mail address

• Sent email from... to... subject...

This is the part that really sends e-mail message via IIS, so if you don't see e-mail messages being sent at this level, something is wrong further upstream.

Example:

3/7/2006 12:19:34 PM - INFO - NOTI_Mailer.SendMailWithAttachments - Sent email from: twamtestuser1<twamadmin@gmail.com>, reply-to: twamtestuser1@gmail.com, to: TwamCsr1@gmail.com, with subject: TeamWorks Notice: Files uploaded to project "001BrianTestProj" for "Testing Company"

Task e-mail logs

If creating tasks, check:

• SIPI_TWCreateTask.asp.log (Kodak InSite Desktop)
• CreateTask.asp.log (Web)

Example for creating task:

3/7/2006 12:35:49 PM - DEBUG - [10.1.64.206] DAAC_Mailer Populate JobId 6A57DBC62F3A02A32F3A02A32F43F05D
3/7/2006 12:35:49 PM - DEBUG - [10.1.64.206] DAAC_Mailer Init CustId 2F4D164737BC477A83757696F197451A
3/7/2006 12:35:49 PM - DEBUG - [10.1.64.206] DAAC_Mailer CSR email TwamCsr1@gmail.com;
3/7/2006 12:35:49 PM - DEBUG - [10.1.64.206] MAIL_SendOperationNotificationEmail, csr email = TwamCsr1@gmail.com;
3/7/2006 12:35:49 PM - DEBUG - [10.1.64.206] strReceiverUserIds: 1658CD77760E4321908E38AA7B6CD6C6,
B75EE1BD3E374AE3B89A6E2D9458C467

If setting task element status, check:

• SIPI_TWSetTaskUserElementStatus.asp.log (Desktop)
• SetTaskElementStatus.asp.log (Web)

Example for setting task status:

3/7/2006 5:17:24 PM - DEBUG - [10.1.65.110] sending email notification...
3/7/2006 5:17:24 PM - DEBUG - [10.1.65.110] DAAC_Mailer Populate JobId 6A57DBC62F3A02A32F3A02A32F440B91
3/7/2006 5:17:24 PM - DEBUG - [10.1.65.110] DAAC_Mailer Init CustId 2F4D164737BC477A83757696F197451A
3/7/2006 5:17:24 PM - DEBUG - [10.1.65.110] DAAC_Mailer CSR email TwamCsr1@gmail.com;
3/7/2006 5:17:24 PM - DEBUG - [10.1.65.110] MAIL_SendOperationNotificationEmail, csr email = TwamCsr1@gmail.com;
3/7/2006 5:17:24 PM - DEBUG - [10.1.65.110] sending email notification to task owner...
3/7/2006 5:17:24 PM - DEBUG - [10.1.65.110] strReceiverUserIds B75EE1BD3E374AE3B89A6E2D9458C467
3/7/2006 5:17:24 PM - DEBUG - [10.1.65.110] <?xml version="1.0" ?>

If setting task status in Smart Review, check:

• GSDA_UpdatePageStatus.asp.log

Example for setting task status in Smart Review:

3/7/2006 5:19:12 PM - DEBUG - [127.0.0.1] sending email notification...
3/7/2006 5:19:12 PM - DEBUG - [127.0.0.1] DAAC_Mailer Populate JobId 6A57DBC62F3A02A32F3A02A32F440B91
3/7/2006 5:19:12 PM - DEBUG - [127.0.0.1] DAAC_Mailer Init CustId 2F4D164737BC477A83757696F197451A
3/7/2006 5:19:12 PM - DEBUG - [127.0.0.1] DAAC_Mailer CSR email TwamCsr1@gmail.com;
3/7/2006 5:19:12 PM - DEBUG - [127.0.0.1] MAIL_SendOperationNotificationEmail, csr email = TwamCsr1@gmail.com;
3/7/2006 5:19:12 PM - DEBUG - [127.0.0.1] sending email notification to task owner...
3/7/2006 5:19:12 PM - DEBUG - [127.0.0.1] strReceiverUserIds B75EE1BD3E374AE3B89A6E2D9458C467

Other logs to check:

• DAAC_Mailer, should just include:

  • Populating, SQL query to get user's e-mail address

• NOTI_Controller, should just include:

  • Copious entries about flushing expired queues every wakeup

  • Sending notification for queue <GUID> when something actually happens

  • Occasional entries about cleaning up stale folders

• NOTI_Queue, should just include:

  • Creating queue... (queue GUID corresponds to a folder in J:\InSiteNotification, one XML file in GUID folder per user-recipient)

  • Deleting queue...

  • Not deleting queue folder if registry setting is on (renames files to Sent*.xml so won't be processed next wakeup)

Technical contact(s)

Brian Laberge

Submitted by

Brian Laberge

Date submitted

08 Mar 2006