15.4 Troubleshooting Email-Based Approval Issues

You might encounter the following issues while working with email-based approval:

  • Empty email-based approval token in the request email

    This issue can occur if email-based approval is not enabled. For example, the feature is disabled while using the new email templates in the workflows.

    Check the configuration in Workflow Administration Console, and enable the feature.

  • The application is not acting on emails

    This issue can occur if the incoming mailbox is not connected from the server.

    Verify that the incoming mailbox is connected and reachable from the server where it is deployed.

  • “Approve”, “deny”, “reassign’, “return” links missing from email after configuring email-based approval

    This issue can occur when the email templates are not properly configured.

    Make sure the templates are configured correctly. For more information, see Choosing Email-Based Approval Templates for Workflow.

  • Reviewer cannot compose an email after clicking the “approve”, “deny”, “reassign” or “return” link. Links are not working

    This issue can occur when the default application is not selected to send emails.

    Verify that the default email client is configured. For example, Microsoft Outlook.

  • Email notification is not delivered

    This issue can occur when an error occurs in the connection between the client and the mail server.

    Check the logs and determine whether the connection is configured properly, and the mail server is running and accessible.

    Verify the authentication details, port, and if Transport Layer Security (TLS) is enabled or disabled.

  • Java Message Service (JMS) persistent email queue is not initialized properly

    This issue can occur when JMS in not configured correctly.

    Perform the following steps.

    1. Navigate to the /opt/netiq/idm/apps/tomcat/conf folder.

    2. Open the server.xml file.

    3. Add the following resources:

      <Resource auth="Container" brokerName="LocalActiveMQBroker" brokerURL="tcp://localhost:61716" description="JMS Connection Factory" factory="org.apache.activemq.jndi.JNDIReferenceFactory" name="jms/ConnectionFactory" type="org.apache.activemq.ActiveMQConnectionFactory" />
      <Resource auth="Container" description="Topic for IdmApps" factory="org.apache.activemq.jndi.JNDIReferenceFactory" name="topic/IDMNotificationDurableTopic" physicalName="WFNotificationDurableTopic" type="org.apache.activemq.command.ActiveMQTopic" />
      <Resource auth="Container" description="Topic for IdmApps email based approval" factory="org.apache.activemq.jndi.JNDIReferenceFactory" name="topic/EmailBasedApprovalTopic" physicalName="EmailBasedApprovalTopic" type="org.apache.activemq.command.ActiveMQTopic" />

      NOTE:You have to replace localhost with the IP address or hostname where activemq is running.

    4. Open the context.xml file and add the following:

      <ResourceLink global="topic/IDMNotificationDurableTopic" name="topic/WFNotificationDurableTopic" type="javax.jms.Topic" />
      <ResourceLink global="topic/EmailBasedApprovalTopic" name="topic/EmailBasedApprovalTopic" type="javax.jms.Topic" />
      <ResourceLink global="jms/ConnectionFactory" name="jms/ConnectionFactory" type="javax.jms.ConnectionFactory" />
    5. Navigate to the /opt/netiq/idm/apps/activemq/conf folder.

    6. Open the activemq.xml file.

    7. Change the TCP port to the one mentioned in server.xml, that is, 61716.

       <transportConnector name="openwire" uri="tcp://;wireFormat.maxFrameSize=104857600"/>.
    8. Stop and start ActiveMQ.

    9. Stop and start Tomcat.