About Using the Message Queue Handler
This topic only applies to on-premise customers. This topic does not apply to Neurons for ITSM Cloud customers.
Neurons for ITSM 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 Neurons for ITSM 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 application 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 procedures 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 first three procedures are performed in the Neurons for ITSM Configuration Database, which can only be accessed by certain administrative users.