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A Guide For Troubleshooting Workflow Notification Emails - Inbound and Outbound [ID 831982.1]
Modified: Feb 28, 2012 Type: TROUBLESHOOTING Status: PUBLISHED Priority: 3

In this Document Purpose Last Review Date Instructions for the Reader Troubleshooting Details Workflow Information Center, Diagnostics, & Community References

Applies to:
Oracle Workflow Cartridge - Version: 11.5.9 to 12.0.6 - Release: 11.5 to 12 Information in this document applies to any platform. E-Business Suite 11.5.9,11.5.10, R12, Workflow Checked for relevance on 01-FEB-2012

Purpose
The purpose of this document is to provide step by step troubleshooting techniques on Workflow Notification Inbound and Outbound Emails. This can also be used as a guide by the Workflow Administrators to troubleshoot any inbound/outbound notification email issues.

Last Review Date

April 3, 2010

Instructions for the Reader

A Troubleshooting Guide is provided to assist in debugging a specific issue. When possible, diagnostic tools are included in the document to assist in troubleshooting.

Troubleshooting Details
I. Oubound Notification Emails: 1. Check if the notification is present in the recipient/user's Worklist/Notifications page.If it does not exist then it means that notification itself is not created and need to check the corresponding workflow status.You may also query the notification from the wf_notifications table

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The e-mail notification is sent only if all of following are true. --Notification status is OPEN or CANCELED --Notification mail_status is MAIL or INVALID 2. Check Recipient role has a valid e-mail address and notification preference MAIL%

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Recipient can receive email notification only if -- notification preference is not set 'QUERY' / 'DISABLED' / 'SUMMARY' / 'SUMHTML' -- recipient has valid email address 3. Check and ensure that the following Workflow Service Components are up and running. Workflow Deferred Agent Listener Workflow Deferred Notification Agent Listener Notification Mailer &

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Notification Mailer

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-- If the Notification Mailer is not running, refer to the following note to troubleshoot the mailer Document 242941.1 -- How To Troubleshoot Java-based Workflow Notification Mailer

4. The message makes two stops before it is sent as e-mail.

Sn EetRie - Eqee t W_EERDQee->Poesdb Dfre AetLsee -> ed vn asd > nuud o FDFRE uu rcse y eerd gn itnr Eqee t W_OIIAINOTQee->Poesdb Ntfcto Mie adsn a emi; nuud o FNTFCTO_U uu rcse y oiiain alr n et s -al
5. If an error occurs during dispatch of oracle.apps.wf.notification.send, the message is enqueued to WF_ERROR queue. The Error Agent Listener dispatches the ERROR subscription for oracle.apps.wf.notification.send that executes WF_XML.Error_Rule. Check the Sysadmin user Notifications/Worklist for error notifications to find the cause. 6. Run $FND_TOP/sql/wfmlrdbg.sql for notification id and check the status of the message in WF_DEFERRED and WF_NOTIFICATION_OUT queue. --PROCESSED in WF_DEFERRED - The message is enqueued to WF_NOTIFICATION_OUT --PROCESSED in WF_NOTIFICATION_OUT - The message is sent as e-mail --READY in WF_DEFERRED - Check if Deferred Agent Listener is running --READY in WF_NOTIFICATION_OUT - Check if Notification Mailer is running 7.. Check for the volumes on the following queues WF_DEFERRED WF_NOTIFICATION_OUT

[Q>slc NLsbt(f.ord15)'UL-N Vle)cri,dcd(f.tt,,0=Ray,,1=Dlyd,,2= Rtie' SL eet V(usrwecri,,0,NL o au' ord eoewesae0' ed'1' eae'2' eand, 3' = ,3 Ecpin,oca(usrwesae11))Sae xeto't_hrsbt(f.tt,,2) tt, cut* CUT on() ON fo apssw_eerdwegopb wecri,wesae] rm ply.fdfre f ru y f.ord f.tt; [Q>slc NLsbt(f.ord15)'UL-N Vle)cri,dcd(f.tt,,0=Ray,,1=Dlyd,,2= Rtie' SL eet V(usrwecri,,0,NL o au' ord eoewesae0' ed'1' eae'2' eand, 3' = ,3 Ecpin,oca(usrwesae11))Sae xeto't_hrsbt(f.tt,,2) tt, cut*CUT on()ON fo apssw_oiiainotwegopb wecri,wesae] rm ply.fntfcto_u f ru y f.ord f.tt;
8. If the Message events are not moving out from the wf_notification_out queue , check the notification mailer outbound thread count and ensure that it is >=1 9. Check the Mailer parameter Test address, if Test address is set to any email address note that all the outbound notification emails are sent to the Test address only. 10. Ensure that Global Preferences --> Notification Style is set to one of the following values as desired. HTML Mail HTML mail with attachments Plain text mail Plain text mail with attachments Navigation: Connect to Applications as Sysadmin user and select responsibility Workflow Administrator Web Applications --> Administration --> Global Preferences 11. Troubleshooting framework based notifications a. Identify the notification as Fwk based, run $FND_TOP/sql/wfmlrdbg.sql for the notification_id and check the column Fwk Content value and if it 'Y' then it is Fwk based notification.

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check the column Fwk Content value and if it 'Y' then it is Fwk based notification. b. Follow Document 339718.1 and ensure that mailer setup and system profiles are set correctly. 12. Basic steps to try in solving the outbound email issues,

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a. Stop Notification Mailer, rebuild Mailer Queue using $FND_TOP/patch/115/sql/wfntfqup.sql. This will recreate WF_NOTIFICATION_OUT with new messages that are eligible to be e-mailed. b. Bounce Workflow Mailer service.

II Inbound/Response Emails 1. Enable the Mailer inbound processing by setting the mailer parameter Inbound thread count=1 and ensure that Notification mailer is up and running. 2. From the mail client check the mailer imap account inbox to see if the response email has arrived and is in the unread status. NOTE: Mailer will only read/process the unread emails. 3. Workflow Notification Mailer process the valid response e-mail from IMAP inbox and then parses the content using NID string in the response e-mail and enqueues the event oracle.apps.wf.notification.receive to WF_NOTIFICATION_IN and moves the message to Process folder. 4. If a valid response email is moved to Discard folder, check if the same IMAP account details are shared by the multiple notification mailers from the different instance. NOTE: It's recommended to use a dedicated IMAP account with each mailer. 5. Workflow Inbound Notifications Agent Listener listens to WF_NOTIFICATION_IN agent. 6. The message makes one stop before making it to the Notification Activity.

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7. Run $FND_TOP/sql/wfmlrdbg.sql for notification id and check the status of the message in WF_NOTIFICATION_IN queue. 8. If there is an error during response event processing the message is enqueued to WF_ERROR queue 9. If there is an exception/error while applying the response, the Inbound Agent Listener sets the mail_status of the notification to INVALID and sends the INVALID response e-mail sent to the responder. Best Practices/tips: 1. Set the mailer parameter 'Processor Close on Read Timeout' to 'Y' i.e., select the checkbox for it. 2. Set the mailer parameter 'Expunge Inbox on Close' to 'Y' i..e., select the check-box for it. 3. Do not leave the mailer parameter 'NodeName' to default value i.e., WFMAIL but change it to a value as relevant for the instance type or name. Pre-11.5.10.2, the NodeName must be WFMAIL.

NOTE: If the above troubleshooting did not resolve the problem and an SR needs to be created, please follow the following steps and upload the data to the SR:

1. Please follow Note 275379.1 (Script To Check What Workflow Related Patches and run to check installed patches) run and upload results to the SR.

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2. Please enable STATEMENT level logging:

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a. From Self Service > Select "Workflow Manager" under "Oracle Applications Manager" > Click "Notification Mailers" > Service Components (Service Components: <SID>) > select Workflow Notification Mailer > b. Click on Edit button > Advanced c. Click on next until you are in the Details section (Step 2 of 8) > Change the log level field from Error To statement> d. Click on Next all the way to "Step 4 of 8" and click Finish button.

3. Restart the Workflow Mailer and Agent Listener services

a. From Self Service > Select "Workflow Manager" under "Oracle Applications Manager" > Click "Notification Mailers" > Service Components (Service Components: <SID>) > b. Click "Workflow Mailer Service" under "Container" Column. e. From "Service Instances for Generic Service Component Container:<SID>"page, click "Pull Down" button from the Start All/ Stop All. f . Select Stop All > Go. g. Wait for the Services to read Actual 0 Target 0 and Deactivated. h. Run the following SQL to make sure service are stopped:

SLC cmoetnm,cmoetsau,cmoetsau_no EET opnn_ae opnn_tts opnn_ttsif FO fdsccmoet_ RM n_v_opnnsv WEEcmoetnm lk 'oklw' HR opnn_ae ie Wrfo%;
i. Restart the mailer services using the "Start All" button. j. Run scripted again from step "h." to see Services are RUNNING.

4. To test the state of Java Mailer, please run Java Mailer FYI test and provide the Notification ID (NID) to step 5. a. Please log in to OAM b. Select Workflow Manager from "Navigate to" LOV and click "GO" b.1 Please run the following sql to make sure the user has a valid email address and the preference is enabled to receive notification.

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b.2. If there is no valid email address, please assign email address from sysadmin > Security > User > Define form for the user and save. Also if the value for notification preference is disable, please enable that from the Self Service Preferences page by selecting HTML Mail with Attachment (MAILHTML). c. Click "Notification Mailers" d. Click "View Details" e. Click "Test Mailer" f. Search "Recipient Role" and click "Go" then "Accept". g. Click "Send Test Message" h. One will get conformation Notification ID (NID) and provide that for the next step. i. Please run the following sql to locate the new NIDs which will have one NID with "Message_Name = PLSQL_MSG" and Second with "Message_Name = OAFWK_MSG".

slc * eet fo w_oiiain rm fntfctos odrb 1ds; re y ec

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5. Please provide the output of the $FND_TOP/sql/wfmlrdbg.sql.

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Eape xml: $sllsap/Ap Pswr>@FDTPslwmrb.q <I1 <I2 <In; qpu ps<ps asod $N_O/q/fldgsl ND> ND> ND> $sllsap/ps@FDTPslwmrb.q 923 923 923; qpu psap $N_O/q/fldgsl 457 456 455
6. Upload Fresh log file from $APPLCSF/$APPLLOG/FNDCPGSC*.txt i.e. the log file for the Active process for Workflow Mailer Service and Agent Listener services. To retrieve the last 2 log files for Workflow Mailer and Agent Listener services, run the following command:

l -t$PLS/APLGFDPS*tt s l APCF$PLO/NCGC.x
7. Is the Instance in a Load Balancing Environment? If that is the case, then please check whether "WF Workflow Mailer Framework Web Agent and Application Framework Agent" Profile options are set correctly.

a. "WF: Workflow Mailer Framework Web Agent" [WF_MAIL_WEB_AGENT] profile option is set to a physical Web Server host address (non-load balanced). The key here is if this profile option is not set, notification mailers will use the Web agent specified in the Application Framework Agent profile option (APPS_FRAMEWORK_AGENT) instead. b. "Application Framework Agent profile option (APPS_FRAMEWORK_AGENT)" is set to a virtual or load balancing URL like BigIP. Note: If the profile options are not set properly, Notifications with framework regions such as REQAPPRV, FYI Notification with framework region ("Message_Name = OAFWK_MSG"), etc. will be affected. However, other notifications with no framework regions like FYI Notifications ("Message_Name = PLSQL_MSG"), POAPPROV will not be affected. One can check whether the affected notification has a Framework Region by running the following sql:

SLC ntfcto_d msaetp,msaenm, EET oiiaini, esg_ye esg_ae w_oiiainiFkeinntfcto_d FK fntfcto.swRgo(oiiaini) W FO w_oiiain RM fntfctos WEEntfcto_dI (ND,ND,ND) HR oiiaini N <I><I><I>;
Reference: NOTE 332152.1 - (OWF H Diagnostics, Solutions and Information)

8. Please download and run Java Mailer Setup Diagnostic Test R12 from Note 748421.1 (Oracle Workflow ATG Support: R12 Java Mailer Setup Diagnostic Test).

a. Create folder, download and unzip "ATGSuppJavaMailerSetup12.zip". Example:

$c $PLTP d AP_O $mdrAG ki T $uzpAGupaaalreu1.i ni TSpJvMieStp2zp $pd/0/i150/iap/T w d1vs112vsplAG $l s l -wr-- 1vs11 da662My321 AGupaaalreu1.h r--ri150 b 47 a 00 TSpJvMieStp2s -w--- 1vs11 da195 Jn3 1:9AGupaaalreu1.i r---i150 b 236 a 0 61 TSpJvMieStp2zp -wr-- 1vs11 da95 My321 agsp_fealntfctossl r--ri150 b 36 a 00 t_upw_mi_oiiain.q -wr-- 1vs11 da485 Jn120 sfcr2tt r--ri150 b 627 a 02 d_oe.x
b. Run the following SQL to collect necessary info before executing TGSuppJavaMailerSetup12.sh The SQL will collect all the info required to run the script except IMAP account password. A .

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slc pprmtri, eet .aaee_d pprmtrnm, .aaee_ae vprmtrvlevle .aaee_au au fo fdsccm_aa_asvv rm n_v_opprmvl_ , fdsccm_aasbp n_v_opprm_ , fdsccmoet c n_v_opnns weeccmoettp ='FMIE' hr .opnn_ye W_ALR advcmoeti =ccmoeti n .opnn_d .opnn_d advprmtri =pprmtri n .aaee_d .aaee_d adpprmtrnm i (OTON_EVR,'NON_EVR, n .aaee_ae n 'UBUDSRE' IBUDSRE' 'CON' 'RM,'OEAE,'ELT''ICR',POES,IBX) ACUT, FO' NDNM' RPYO,DSAD 'RCS''NO' odrb pprmtrnm; re y .aaee_ae
c. Run ATGSuppJavaMailerSetup12.sh" per the steps from Note 748421.1.

Workflow Information Center, Diagnostics, & Community

Please reference the Workflow Product Information Center Document for Top Workflow Resources: Document 1320509.1 For additional help, please refer to one of the following documents on diagnostics to address current needs. Providing diagnostic output on an issue for support when logging a service request is very helpful. Document 179661.1 for 11i or Document 421245.1 for Rel 12.x Visit the Core Workflow community for help with industry experts or to share knowledge. Please see Document 1186338.1 for recorded Workflow Webcasts.

References
NOTE:242941.1 NOTE:274764.1 NOTE:339718.1 NOTE:741352.1 NOTE:748421.1 How To Troubleshoot Java-based Workflow Notification Mailer 11i : Oracle Workflow Cartridge Workflow Java Mailer Setup Test Java Notification Mailer Fails to Send Email Notifications with Framework Regions Unable to Connect to Mail Store in Workflow Notification Mailer Logs Oracle Workflow ATG Support: R12 Java Mailer Setup Diagnostic Test

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