Ignite - Emails no longer coming through. 1

[murcielag0]

We updated to 9.3.5 on sunday(5 days ago), thing were working well until yesterday afternoon where we got stuck.
This is the logs from StorageService. I've restarted the service already. At one point I archived pages of emails from ElasticSearch, but it seemed to work for a bit. But stuck now.

Anyone have any ideas where these email are actually stuck?

Warning: 2022-May-20 15:22:46.215 Email downloading was previously stopped because there were too many active emails already in the system. There are still too many active emails in the system (10015 or more). Downloading emails from server will remain stopped and will only resume when the number of active emails falls below 10000


Thanks.

 

[kwbMitel]

Damn, I knew how to fix this but I don't have access to my notes.

If you have coverage, Mitel will help, this is a very common issue.

 

[murcielag0]

I tried this : (from:

http://micc.mitel.com/kb/KnowledgebaseArticle52473.aspx?Keywords=in+use)

---------------------------------------
1. Go to [InstallDir]\Services\ConfigService\.
2. Open the GlobalAppSettingsEditor.exe.
3. Fill in the following:
Application: (leave this blank)
SectionGroup: Storage.Properties.Settings
Name: MaxNumberOfActiveEmails
Value: (enter the maximum number of active emails before the storage service stops polling for new email)
Description: (enter a description of why the change was made and/or by whom here)
4. Click Save.
---------------------------------------
But the changes don't seem to be taking affect, even after restarting the service.

We've submitted a request but waiting on the long weekend till likely tuesday.

 

[murcielag0]

I figured it out.
It seems that the GlobalAppSettingsEditor.exe was not applying the changes.

It seems that they renamed it.
I manually edited the file - C:\Program Files (x86)\Mitel\MiContact Center\Services\StorageService\StorageService.exe.config

<setting name="EmailService_MaxNumberOfActiveEmails" serializeAs="String">
<value>10000</value>
</setting>


It's working.. Thanks for the feedback.

I can enjoy the long weekend now.

 

[murcielag0]

Does anyone know if there is a way to delete draft emails?

We have HUNDREDS of draft emails that were likely created by the agents picking the wrong email templates and closing/cancelling it.

Thanks in advance,

 

[Billz66]

have you tried elasticsearch manager ?

If I never did anything I'd never done before , I'd never do anything.....

 

[murcielag0]

@Billz66, thanks for the response.
I deleted some old messages from ElasticSearch but unfortunately it's not clear which emails are the drafts from the SystemInbox.
I will keep poking, but it seems that it might be the only way to delete the messages.

 

[Billz66]

in elasticsearch manager , select customize ( top left)
then search options
then set to get draft records and get only draft records and GO

this worked on my system 9.3.5.0

I created 2 draft first then did that and thats all thats shown
it didnt like doing multiple delete though and i had to log my user out of ignite and back in to clear the drafts from display


If I never did anything I'd never done before , I'd never do anything.....

 

[murcielag0]

Excellent!!!
This is exactly what was needed!!

Thanks so much @Billz66.