Re: Email notifications being sent to obsolete users? Remedy 7.5
We had the same issue in our 7.6.03 environment, and there is an article on the support site that discusses the fix. Here are the details from the article for 7.5. The 7.6.03 fix resolved the issue for us. Hope this helps. On From CTM:SupportGroupAssocPeopleLookUp and Form CTM:SupportGroupFunctionalRolePeopleLookUp Create new Field From CTM:People Create Profile Status On NTE:SYS-NT Process Control form Modify the table qualification for table z2TH_SupportGroupFuncRoleLookUp and z2TH_SupportGroupLookUp by adding AND 'Profile Status' = "Enabled" Andy Lauber Software Engineer II Midland Loan Services, a PNC Real Estate business 10851 Mastin, Suite 300 Overland Park KS 66210 (p) 913.253.9097 | (f) 913.253.9001 james.lau...@midlandls.com From: "Sanner, Lorraine" To: arslist@ARSLIST.ORG Date: 08/15/2013 06:41 PM Subject: Email notifications being sent to obsolete users? Remedy 7.5 Sent by: "Action Request System discussion list(ARSList)" ** I noticed yesterday that when tickets were assigned to groups, we were getting “Undeliverable” messages back from the mail server. All of these were notifications (A ticket has been assigned to your group…) that appear to have been sent to users who are no longer with the organization, and whose profiles in Remedy are Obsolete. I’ve gone in and changed these Obsolete users to Non-Support. Is there something I should be doing differently? This is what we’ve been doing for years and it’s only come up as a problem in the past 2 days. Thanks! Lorraine Sanner _ARSlist: "Where the Answers Are" and have been for 20 years_ The contents of this email are the property of PNC. If it was not addressed to you, you have no legal right to read it. If you think you received it in error, please notify the sender. Do not forward or copy without permission of the sender. This message may contain an advertisement of a product or service and thus may constitute a commercial electronic mail message under US Law. The postal address for PNC is 249 Fifth Avenue, Pittsburgh, PA 15222. If you do not wish to receive any additional advertising or promotional messages from PNC at this e-mail address, click here to unsubscribe. https://pnc.p.delivery.net/m/u/pnc/uni/p.asp By unsubscribing to this message, you will be unsubscribed from all advertising or promotional messages from PNC. Removing your e-mail address from this mailing list will not affect your subscription to alerts, e-newsletters or account servicing e-mails. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Email notifications being sent to obsolete users? Remedy 7.5
Hi,
According to me no need to change the user to Non-support we can use the
arreload.exe utility for this.
Location of file arrelaod.exe is: C:\Program Files\BMC Software\ARSystem
(Your installation directory)
The arreload utility executes the BMC Remedy AR System interface that
enables you to empty the access control cache on one or more BMC Remedy AR
System servers and reload it from a particular User or Group form. If you
experience problems with permissions or behaviors in the Group or User form,
the cache might need to be emptied and reloaded. Run arreload to reload the
cache.
arreload -a "adminUser" [-o portNumber] {-u|-g} "schema"
[-f] [-p " adminPassword"] [-h " serverNameValue"] [-d]
You can specify the following option in any order on the command line.
Enclose attributes in double quotation
marks:
-f - Deletes all user or group requests from the cache on the specified
target computers before reloading
from the source computer. This option is useful for clearing out obsolete
definitions that are no longer
recognized.
Version: ARS/ITSM 8.1
For more information you can refer to: BMC Remedy AR System 8.1.00 online
documentation.pdf
--
Regards,
Vilas Auti
Vyom Labs Pvt. Ltd.
BSM Solutions & Services || ITIL Consulting & Training
Email: [hidden email]
<http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?t
ype=node&node=7583733&i=0> || Web Site: www.vyomlabs.com Follow Vyom Labs
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From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanner, Lorraine
Sent: Friday, August 16, 2013 5:11 AM
To: arslist@ARSLIST.ORG
Subject: Email notifications being sent to obsolete users? Remedy 7.5
**
I noticed yesterday that when tickets were assigned to groups, we were
getting "Undeliverable" messages back from the mail server. All of these
were notifications (A ticket has been assigned to your group.) that appear
to have been sent to users who are no longer with the organization, and
whose profiles in Remedy are Obsolete.
I've gone in and changed these Obsolete users to Non-Support. Is there
something I should be doing differently? This is what we've been doing for
years and it's only come up as a problem in the past 2 days.
Thanks!
Lorraine Sanner
_ARSlist: "Where the Answers Are" and have been for 20 years_
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"
Re: Email notifications being sent to obsolete users? Remedy 7.5
Hi, We’ve had this occur in the past. In our case it was caused by user entries still being present in the User form, even though the same person is/was set to offline or delete on the people form. A good example was the Service Desk, which typically has a higher turnover of staff than other areas. I might not be quite correct here, but when Remedy sends an email to ‘service desk’ it sent emails to anybody with a valid entry in the Group List field, on the User form. The reverse has also occurred, where a user might be a member of a support group when viewed via the CTM:People form, but the entry was not duplicated on to the user form, hence those users never got notifications when a ticket was assigned to their group. I’ll point out that we use AD to fully populate Remedy with users and their associated Application Permissions, Support Groups and Support Group Functional Roles, but it was failing on a small number of users, hence the issue. Thanks -- Mike Date: Thu, 15 Aug 2013 16:41:29 -0700 From: lsan...@courts.az.gov Subject: Email notifications being sent to obsolete users? Remedy 7.5 To: arslist@ARSLIST.ORG ** I noticed yesterday that when tickets were assigned to groups, we were getting “Undeliverable” messages back from the mail server. All of these were notifications (A ticket has been assigned to your group…) that appear to have been sent to users who are no longer with the organization, and whose profiles in Remedy are Obsolete.I’ve gone in and changed these Obsolete users to Non-Support. Is there something I should be doing differently? This is what we’ve been doing for years and it’s only come up as a problem in the past 2 days. Thanks! Lorraine Sanner_ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Email notifications being sent to obsolete users? Remedy 7.5
I noticed yesterday that when tickets were assigned to groups, we were getting "Undeliverable" messages back from the mail server. All of these were notifications (A ticket has been assigned to your group...) that appear to have been sent to users who are no longer with the organization, and whose profiles in Remedy are Obsolete. I've gone in and changed these Obsolete users to Non-Support. Is there something I should be doing differently? This is what we've been doing for years and it's only come up as a problem in the past 2 days. Thanks! Lorraine Sanner ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
