****Unfortunately it got past our testing since we aren’t allowed to have the Email Engine on in our dev/test environment.
You may want to build work-flow to ensure that emails go out only to the desired People. This is of huge advantage during UAT sessions. Thanks Mahesh On Sun, Aug 29, 2010 at 6:04 PM, Pierson, Shawn <shawn.pier...@sug.com>wrote: > ** > > Tauf, > > > > Unfortunately it got past our testing since we aren’t allowed to have the > Email Engine on in our dev/test environment. > > > > I did check that the SYS:Notification Messages form is populated with the > relevant messages, and all the forms that it pulls data from are as well as > I can tell too. > > > > An unfortunate thing with support is that I opened this call on Friday, but > since we have Fast Track support or whatever that model is, we don’t get > help on the weekends, which unfortunately are when my users are out of the > system and I am most free to make changes. I think on Monday I will follow > up if I don’t hear back first thing in the morning. > > > > Thanks, > > > > *Shawn Pierson * > > Remedy Developer | Southern Union > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Chowdhury, Tauf > *Sent:* Sunday, August 29, 2010 12:26 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? > > > > ** > > Shawn, > Did you install this in a QA or DEV environment? Can you replicate the > issue there? Have you checked the install logs and patch logs for errors? > Just for kicks.. maybe check the NTE:Sysnotification messages form to see > if the ITSM related records are there and active. Also, if the BMC support > analyst is not understanding your issue or handling it correctly, just > contact the support manager. You should have gotten their name in the e-mail > confirmation on submission of your ticket. They are pretty good at following > up. > Good luck. > > > -----Original Message----- > From: Action Request System discussion list(ARSList) on behalf of Pierson, > Shawn > Sent: Sun 8/29/2010 11:40 AM > To: arslist@ARSLIST.ORG > Subject: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? > > Good morning, > > I upgraded our SRM 2.2 install to 7.6, and everything seemed to have went > well until we started trying to use ITSM and noticed that it is incapable of > generating emails. The Email Engine itself works, so our custom > applications that don't use the NTE subsystem are fine, but most other > emails from ITSM simply don't get generated. > > In my Filter log, I see (in the example of Change Management) that it gets > to the filter > CHG:CRQ:NotificationGenerator_899_ModifyNotificationProcessControl`! and > pushes the data correctly, but after that I don't see anything occur where > it would send an email. I do see that the Change Manager information is > pulled back in NTE:NPC:GetPreferences_150_PeopleSupportStaff, but beyond > that it doesn't really do anything. > > So basically, my Production system is dead in the water because of this. > We're on ITSM 7.0.3 Patch 9 and Patch 7000, and this only became an issue > after upgrading to SRM 7.6 Patch 1. Unfortunately, it looks like SRM > modified thousands of ITSM forms, fields, and workflow, so there is no good > way to tell what could have been affected by this. Also unfortunately, BMC > support has been less than helpful, trying to tell me it's just a > performance problem, and not listening to me and for some reason thinking > that it only affects Approval emails. > > Thanks, > > Shawn Pierson > Remedy Developer | Southern Union > > Private and confidential as detailed here: > http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the > link, please e-mail sender. > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ------------------------------ > > This e-mail and its attachments may contain Forest Laboratories, Inc. > proprietary information that is privileged, confidential or subject to > copyright belonging to Forest Laboratories, Inc. This e-mail is intended > solely for the use of the individual or entity to which it is addressed. If > you are not the intended recipient of this e-mail, or the employee or agent > responsible for delivering this e-mail to the intended recipient, you are > hereby notified that any dissemination, distribution, copying or action > taken in relation to the contents of and attachments to this e-mail is > strictly prohibited and may be unlawful. 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