Symptoms
Smartactions not functioning, and sending duplicate, conflicting responses.
1. Smartaction responses were not recieved when actioning a task. In this case, tasks were not actioned as a result of a reply to the smartaction's email with a valid action word.
2. Once Smartactions were working, two replies were recieved when actioning a task. These replies indicating both the task was actioned successfully, and that the task did not exist.
Diagnoses
1. After enabling debug hostserver logging, an error was found that a 'spamsecurity' setting was causing an issue with actioning tasks.
2. Duplicate replies with conflicting information. The K2 Service account was replying with two emails, one stating the task was actioned successfully, and then another reply stating that the worklist item could not be found. This was caused by the service account being shared between both environments, and monitoring the same mailbox for both. Each server would respond to each smartactions reply, one with the task was able to successfully action, the one that did not have a record responded with an appropriate message as such.
Resolution
1. Disable the spamsecurity setting in the k2hostserver.exe.config for troubleshooting purposes and retest, if this resolves the issue, it is recommended that more appropriate settings be created as per documentation - K2 SmartActions E-mail Security
NOTE: It is considered a best practice to create separate service accounts for each environment for both security reasons and to avoid the below configuration. In a situation where this is not possible, the below steps can be used. It is strongly recommended to follow the guidelines established by the K2 Center of Excellence reccomendations with regard to the creation of service accounts.
To resolve the duplicate notifications, while maintaining the same service account in both environments:
- Create a separate AD account with a mailbox for the second environment.
- Ensure the service account had appropriate permissions in exchange to view and send email as that account.
- Alter the 'system self' node in the k2hostserver.exe.config and update the connection strings via the connection string editor to point to the new mailbox that was configured.
- Update the from address in Workspace to match the new account.
