Service Manager

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About Using the Message Queue Handler

This topic only applies to on-premise customers. This topic does not apply to Service Manager Cloud customers.

Perform all of the following steps to configure the Service Manager system to accept and process emails formatted in XML.

•About the Message Queue and Message Queue Handler

•Configuring the Message Queue

•Creating the Message Queue Handler

•Specifying the Email Handler

•Configuring the Email

•Viewing the Messages with Errors

•Defining the Data Import Connection

About the Message Queue and Message Queue Handler

Service Manager uses a message queue to hold email messages as they are received into the database so that they can be processed at a later time. This message queue provides more control over the email messages in terms of processing and managing the email queue. The Service Manager message queue also helps to journal messages in error and archiving. The actual email messages are stored in the message queue in the tenant database.

Using a message queue has the following benefits:

•You can back up and restore email messages during software and hardware upgrades.

•If the system fails to process a message, it no longer rolls back the entire transaction, sending the message back to the message queue for reprocessing.

•You can delete a single email message.

•You can manage failed email messages, by moving them to a different message queue and resending them later.

To configure the message queue, follow the steps in the sections below. After the message queue is set up, users can send emails that contain XML in the body to the inbox to be configured.

The tasks in the first three sections are performed in the Service Manager Configuration Database, which can only be accessed by certain administrative users.

Configuring the Message Queue

Each system should only have one message queue.  If there is more than one, the system uses the first one listed. Service Manager comes with one preconfigured message queue.  We recommend that if you need a message queue with different features, you modify the default message queue instead of creating a new one.

Follow these steps:

1.Log into the Service Manager Configuration Database.

2.Open the Message Queue Configuration workspace.   The system displays the Message Queue Configuration workspace.

3.Enter information into the fields.

4.Click Save.

See the Configuration Database Guide for Ivanti Service Manager for information about using the ConfigDB, including information about the fields in this workspace.

Creating the Message Queue Handler

The message queue handler listens to the message queue.

To use the new message service, you need to configure a message queue handler.  Follow these steps:

1.Log into the Service Manager Configuration Database.

2.Open the Message Queue Handler workspace.   The system displays the Message Queue Handler workspace.

3.Enter information into the fields.

4.Click Save.

See the Configuration Database Guide for Ivanti Service Manager for information about using the ConfigDB, including information about the fields in this workspace.

Specifying the Email Handler

This specifies the email handler that communicates with the message queue handler.

1.Log into the Service Manager Configuration Database.

2.Open the Email Configuration workspace.   The system displays the Service Provider Email Configuration workspace.

3.In the Message Queue Handler Name field, enter the name of the message queue handler that you created in Creating the Message Queue Handler.

4.Click Save.

See the Configuration Database Guide for Ivanti Service Manager for information about using the ConfigDB, including information about the fields in this workspace.

Configuring the Email

1.Log in to the application using the Administrator role

2.Open the Inbox workspace. The system displays the Inbox Configuration workspace.

3. In the Email Processor field, select ExportEmailAsXml.

4.In the Data Import Connection field, select Email XML with XSLT.

Viewing the Messages with Errors

You can view information about the email messages that have timed our or had errors. You can also view archived messages if you configured the message queue to do so. (See the Archive on Completion and Purge Archive after (days) parameters in the Message Queue Handler workspace in the Service Manager Configuration Database.)

1.Log in to the application using the Administrator role

2.Open the Message Queue Journal workspace.

The system displays the Message Queue Journal workspace, including any messages that meet the criteria.

3.To replay the email messages that have timed out, click Replay Message. This moved the email message back into the message queue to be processed again.

Defining the Data Import Connection

For information about defining the data import connection, see Setting Up a Data Import Connection. Select Email Import as the connection type.