Troubleshooting errors with email instantiation

The following issues can arise when configuring email instantiation for a case type:

• The email account is in use by another case type.

  1. Open your case type in Case Designer.

  2. On the Settings tab, click Email instantiation.

  3. Clear the Enable email listener check box.

  4. Click Save.

  5. Find and manually delete the set of standard rules that were created by Case Designer when you enabled email instantiation for your case type.

     For a list of these rules, see Standard rules used by email instantiation.

     Caution: Do not delete the email account itself because another case type relies on it.

  6. Refresh your case type in Case Designer.

     The email account is no longer associated with your case type.

  7. Create a new email account that is used by your case type exclusively.

  8. Enable email instantiation for your case type using your new email account.

• The email account cannot send emails.

  1. Open your case type in Case Designer.

  2. On the Settings tab, click Email instantiation.

  3. Click the email address link to open the Email Account form.

  4. In the Sender section, click Test connectivity.

  5. Review the displayed test results.

  If the test results do not have enough information for you to debug further, open the Designer Studio > System > Operations > Logs landing page and inspect the log files.

• The email account cannot receive emails.

  1. Open your case type in Case Designer.

  2. On the Settings tab, click Email instantiation.

  3. Click the email address link to open the Email Account form.

  4. In the Receiver section, click Test connectivity.

  5. Review the displayed test results.

  If the test results do not have enough information for you to debug further, open the Designer Studio > System > Operations > Logs landing page and inspect the log files.

• The email account credentials are insufficient.

  1. Open the Email Account form.

  2. In the Sender section, click Set password and reenter your password.

  3. In the Receiver section, click Set password and reenter your password.

  4. Ensure that the values in the User ID fields are identical.

  5. Ensure that the From field contains the full email address.

  If these steps do not resolve the issue, open the Service Package form and select the Requires authentication check box.

• The listener is not running.

  1. Open Designer Studio > System > Operations > System Management Application in a supported browser.

  2. Click the name of the node on which your listener is configured to run.

     If you do not know the node name, you can find it in the Listener nodes section of the Email Listener form.

  3. Click Listener Management.

  4. Select the name of your listener from the Available Listeners drop-down list.

  5. Click Start.

  It can take up to 3 minutes for the listener to wake up and look for new email messages.

• The listener could not be started.

  1. Open the Email Listener form.

  2. Ensure that the Block startup check box is cleared.

  3. Ensure that there is at least one valid node listed in the Listener nodes section.

  4. Inspect the fields in the Listener properties section.

     They must map to a service package and service email rule that are specific to your case type.

• The listener could not be stopped.

  1. Open Designer Studio > System > Operations > System Management Application in a supported browser.

  2. Click the name of the node on which your listener is configured to run.

     You can find this information on the Email Listener form in the Listener nodes section.

  3. Click Listener Management.

  4. Click the radio button next to the name of your listener in the Running Listeners table.

  5. Click Stop.

• The email provider has flagged your account as suspicious.

  1. Access your email account using a web browser or supported client application.

  2. Enter your user name and password.

  3. Follow any additional steps from your email provider to successfully access the account.

     For example, Google Gmail may require a phone number to send you a verification code.

• The email messages are read.

  1. Do not open or read email messages because listeners respond only to unread messages.

  2. Notify your development team of this restriction.

If your issue persists after following the guidance in this topic, contact your system administrator to review your application server configuration and inspect your SSL certificate.

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