email alert getting delayed - need to figure out reasons

[amar kondraju]

Hi ,

Delay is observed in receiving email alerts - what could be the reasons?

email alert came at 11:58 AM

 

 

UIM console : alert came at 11:35 

Regards
Amar

[amar kondraju]

Hi all,

The emailgtw test connectivity is fine and we are able to telnet to SMTP server from UIM also but we are seeing the delay bewteen the UIM alert in console and email alert.


Regards
Amar

[Garin Walsh]

Turn the log level up in emailgw and view the time/processing there.

Unfortunately there are about a million possible reasons why your email delivery might be slow and almost none will be related to UIM. 

Also look to the AO profile that's firing as a result of this message

And how do you know that message was processed successfully at arrival time - perhaps your nas is 20 ,minutes behind?

[amar kondraju]

Hi Garin,

I have observed today the email alerts are triggered normally.

But, we have observed the email alerts getting delayed for last few days. AO rules are all fine and please let us know how to check that whether nas is 20 min behind?

Regards
Amar

[Garin Walsh]

You would look at the size of the alarm_enrichment and nas queues. Also look at the emailgw queue.

[Luc Christiaens]

If you use a queue monitoring tool, like: https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer/viewthread?MessageKey=d36cf6d4-fc0c-4cc2-b99d-9addad7530cb you can see via the created qos metrics or included example listview reports if your problem is related to queues, including the internal nas queues

[amar kondraju]

Hi Garin,

There is no piling up of queue and all these nas, alarm_enrichment and emailgateway queues are functioning normally.

What else could be helpful in investigating this delay in email alerts - could you please suggest.


Regards
Amar

[Garin Walsh]

Your statement is analogous to you telling another car owner that your car won't start and if they could tell you why.

Where does one begin with that?

I'd suggest you start with your assumptions. You are claiming that the email is arriving slow. How do you know that?

You've shown a screen shot that shows a 20 minute difference between the time the alarm was detected (assuming that you used that time in your template - there are 4 or 5 different possible timestamps you could have picked) and the time that you're email system stored the SMTP message. 

So ask yourself, why could that be?

It could be that the clock on the machine that the alert came from is just wrong. Maybe there's no delay at all.

Maybe your email system takes 20 minutes to process the email? 

Maybe in this case (you don't' say how prevalent the issue is) the network connectivity between your UIM server and your SMTP gateway was down?

You don't say how you are generating the emails but I will presume you are using AO profiles - these run in chronologic order one at a time. So it's possible that a profile that was invoked some time before this one ran for 20 minutes delaying this profile from running?

Maybe the profile is set to send the email on a 20 minute overdue age? or count of 20 or some other such thing.

The list is almost endless but hopefully this helps.

It's also helpful to use DrNimbus to watch each of the queues along the route so you can see the events in real time. 

[amar kondraju]

Dear Garin,

I have asked this question to know more reasoning for this and if you feel like we don't have that right to ask we will not.

Please don't take this personal and go in sarcastic way as I can also become an expert one day but I am definitely sure that I will not answer the clients in sarcastic way.


Regards
AMar

[Luc Christiaens]

What you have to do is follow the traject of the message until the email arrives in your inbox.  This will need to put certain probes in loglevel 3, like already recommended before.
- show all 3 time values  that your messages arrive in the console (infrastructure manager console is the easiest way to see all these timings)
- show the time when the email is send (emailgtw log)
If the time difference is at that point you will have to look/show your nas rules
- show the time that the email arrives
if the time difference is found between the email send and arrive you have to look with your provider
With the info you included up to now, we can only guess

[Garin Walsh]

Amar, please understand that answers here are voluntary.

I am a customer and was trying to help you with your issue. 

Should you not desire that help, please ask your questions directly of Broadcom support or read the documentation.

[amar kondraju]

Dear Garin,

We absolutely accept this Gary and we require your help. Thanks for the support.


Regards
Amar

[Luc Christiaens]

Amar,
It could help if you gave us some feedback on all these suggestions/questions.
Or is it solved in the meantime? If yes, what was the problem?