pdm_mail_nxd stopped processing messages

Document ID : KB000097143
Last Modified Date : 18/05/2018
Show Technical Document Details
Issue:
SDM 14.1 Cum#3
The mail_queue folder is full of undeliverable messages and pdm_mail_nxd process is Not Running in pdm_status
Environment:
Ca Service Desk Manager 14.1 Cum#3
Cause:
pdm_mail_nxd unexpectedly crashes intermittently
Resolution:
The possible reasons for this unexpectly intermittent process crash can be: memory leak or any corrupted message.
After running a pdm_d_refresh, the process started running and processed the mails in the folder.
We have a recommendation to apply the SP4, since the DEFECT # DE29391 associated to pdm_mail_nxd process problems is fixed in this cumulative.
Intermittent email processing issues with PDM_MAIL_NXD.

See:
https://docops.ca.com/ca-service-management/14-1/en/release-information/ca-service-management-release-14-1-04/ca-service-desk-manager-fixed-issues

As workaround, monitor the process and run a pdm_d_refresh, in case it's not running.
Also we can recommend to increase the mail_max_threads to 40, as recommended in the KB:
https://comm.support.ca.com/kb/what-is-the-max-value-for-nxmailmaxthreads/kb000013311
Additional Information:

CA Service Desk Manager Fixed Issues
What is the max value for NX_MAIL_MAX_THREADS