Re: How to hunt down the domain of the e-mail?
@ Carey Matthew Yes, I've run a select * from AR_SYSTEM_EMAIL_MAILBOX_CONFIG, but found no spoor of the old domain here... @ Thad select s.name Form, f.name Filter_Name, fn.mechanism,fn.NOTIFYTEXT, fn.username from filter f, filter_mapping fm, arschema s, filter_notify fn where f.filterid = fm.filterid and fm.schemaid = s.schemaid and f.filterid = fn.filterid and f.enable = 1 and fn.username like '%YOUROLDDOMAIN%' order by 2 is a really amazing hint! Unfortunately no spoor of the old domain here... Is there any conf files of the E-Mail Engine outside of the Mailbox Configuration Form? Now, I assume that the records appearing in the AR System Messages have not yet been touched by the e-mail server, so I have to look on the ARS side of things. Is my assumtion correct? Is there any way to log the process of translation of the User-ID into the E-Mail address? Is it possible, that some configuration or misconfiguration or cache problem is replacing the domain of the addressee, before puting the e- mail address into the AR System Messages form? Well, it's a rather a rethorical question here. Apparently it is. Thanks, Mark On 27 Aug., 20:43, Thad K Esser tkes...@regence.com wrote: If you are using ITSM, check the people record. In older versions some emails were sent using the email address from SHR:People and some were sent from the User form. The data was supposed to stay in synch, but occasionally it wouldn't be. I don't think that issue exists in 7.0.3 with the notification engine though. Do you have the domain hardcoded in any filters? (oracle, for ARS 7.1) select s.name Form, f.name Filter_Name, fn.mechanism,fn.NOTIFYTEXT, fn.username from filter f, filter_mapping fm, arschema s, filter_notify fn where f.filterid = fm.filterid and fm.schemaid = s.schemaid and f.filterid = fn.filterid and f.enable = 1 and fn.username like '%YOUROLDDOMAIN%' order by 2 Thad Esser Remedy Developer Now... Just where did I put that cheese...? | | From: | | --| |Carey Matthew Black black@gmail.com | --| | | To: | | --| |arsl...@arslist.org | --| | | Date: | | --| |08/27/2009 06:53 AM | --| | | Subject: | | --| |Re: How to hunt down the domain of the e-mail? | --| | | Sent by: | | --| |Action Request System discussion list(ARSList) arsl...@arslist.org | --| Mark, Did you look in this form AR System Email Mailbox Configuration for references to the old domain? -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Thu, Aug 27, 2009 at 6:01 AM, Mark Milkemark_mi...@yahoo.com wrote: Hi Listers, a few month ago our company changed it's name, so the domain name changed
Re: How to hunt down the domain of the e-mail?
On 27 Aug., 20:43, Thad K Esser tkes...@regence.com wrote: If you are using ITSM, check the people record. Thad, we don't have ITSM. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to hunt down the domain of the e-mail?
Mark, I see that you are looking at the notify actions (via sql). You might also want to consider the idea of other actions that could be appending a constant string to an ARS 'Login Name' too. (a Set Field, Push Field, Direct SQL[but I doubt it]) You might also approach this form a more debugging stance. If you think the notifications are coming from a Group notification, then have you tracked it back to the filter/escalation notification action? If so turn on some logs and trigger the workflow. Try to watch and see where the bad strings are coming from. Personally... I would export the Active Links, Filters and Escalations (any could have the Set Field/Push field action(s)) workflow into XML format and just grep through it for the domain string. [ NOTE: I suggest XML format so that you do not need to worry about line wrap problems in the def file format.] It may be possible that parts of the records in the AR System Email Messages form are being changed by the Email Engine after the email is sent.( I do not know that it does modify the To values, but I know it changes at least one of the status values to indicate that the message was Sent.) -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to hunt down the domain of the e-mail?
Carey Matthew, I see that you are looking at the notify actions (via sql). You might also want to consider the idea of other actions that could be appending a constant string to an ARS 'Login Name' too. (a Set Field, Push Field, Direct SQL[but I doubt it]) We're not using direct SQL. I will try that. You might also approach this form a more debugging stance. If you think the notifications are coming from a Group notification, then have you tracked it back to the filter/escalation notification action? If so turn on some logs and trigger the workflow. Try to watch and see where the bad strings are coming from. I've done all that. The thing is, that the bad string doesn't appear in the log file. The log file shows only the notify action sending e-mails to user-ids. I then quickly open the AR System Messages form and I can see the to be send e-mail containing the bad domain name. Personally... I would export the Active Links, Filters and Escalations (any could have the Set Field/Push field action(s)) workflow into XML format and just grep through it for the domain string. [ NOTE: I suggest XML format so that you do not need to worry about line wrap problems in the def file format.] I've run a search with Panacea Workflow Studio through all Workflow objects and it found nothing. But you're right, I can try this too. It may be possible that parts of the records in the AR System Email Messages form are being changed by the Email Engine after the email is sent.( I do not know that it does modify the To values, but I know it changes at least one of the status values to indicate that the message was Sent.) No, the e-mail is not yet send, when I'm looking at it. Thanks, Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to hunt down the domain of the e-mail?
Have you tried arreload?...this can force a flush of the existing user cache and reload it from the user table. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mark Milke Sent: Friday, August 28, 2009 5:58 AM To: arslist@ARSLIST.ORG Subject: Re: How to hunt down the domain of the e-mail? Carey Matthew, I see that you are looking at the notify actions (via sql). You might also want to consider the idea of other actions that could be appending a constant string to an ARS 'Login Name' too. (a Set Field, Push Field, Direct SQL[but I doubt it]) We're not using direct SQL. I will try that. You might also approach this form a more debugging stance. If you think the notifications are coming from a Group notification, then have you tracked it back to the filter/escalation notification action? If so turn on some logs and trigger the workflow. Try to watch and see where the bad strings are coming from. I've done all that. The thing is, that the bad string doesn't appear in the log file. The log file shows only the notify action sending e-mails to user-ids. I then quickly open the AR System Messages form and I can see the to be send e-mail containing the bad domain name. Personally... I would export the Active Links, Filters and Escalations (any could have the Set Field/Push field action(s)) workflow into XML format and just grep through it for the domain string. [ NOTE: I suggest XML format so that you do not need to worry about line wrap problems in the def file format.] I've run a search with Panacea Workflow Studio through all Workflow objects and it found nothing. But you're right, I can try this too. It may be possible that parts of the records in the AR System Email Messages form are being changed by the Email Engine after the email is sent.( I do not know that it does modify the To values, but I know it changes at least one of the status values to indicate that the message was Sent.) No, the e-mail is not yet send, when I'm looking at it. Thanks, Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to hunt down the domain of the e-mail?
Hi LJ, Have you tried arreload?...this can force a flush of the existing user cache and reload it from the user table. I haven't, but my user_cache table has just one record in it. I'll try anyway. Thanks for this hint. Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to hunt down the domain of the e-mail?
You only have one user record?...Demo? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mark Milke Sent: Friday, August 28, 2009 9:38 AM To: arslist@ARSLIST.ORG Subject: Re: How to hunt down the domain of the e-mail? Hi LJ, Have you tried arreload?...this can force a flush of the existing user cache and reload it from the user table. I haven't, but my user_cache table has just one record in it. I'll try anyway. Thanks for this hint. Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to hunt down the domain of the e-mail?
So its getting to the AR System Email Messages form with the old domain in the 'To' field, and it only happens when a notification goes out to the group that these two users are in (so it wouldn't be a default mailbox setting). You've tracked the down the workflow that is sending the notification, and it is sending it to a Remedy group, presumably using another field. I'd check the values that are getting set in that field. You're not using ITSM, so is that value coming from a custom form somewhere (that might be out of synch somehow with the group from)? If you remove these two users from that group, and then re-add them, does that tickle the system enough to fix the issue? Thad Esser Remedy Developer Now... Just where did I put that cheese...? | | From: | | --| |Mark Milke mark_mi...@yahoo.com | --| | | To:| | --| |arslist@ARSLIST.ORG | --| | | Date: | | --| |08/28/2009 02:14 AM | --| | | Subject: | | --| |Re: How to hunt down the domain of the e-mail? | --| | | Sent by: | | --| |Action Request System discussion list(ARSList) arslist@ARSLIST.ORG | --| @ Carey Matthew Yes, I've run a select * from AR_SYSTEM_EMAIL_MAILBOX_CONFIG, but found no spoor of the old domain here... @ Thad select s.name Form, f.name Filter_Name, fn.mechanism,fn.NOTIFYTEXT, fn.username from filter f, filter_mapping fm, arschema s, filter_notify fn where f.filterid = fm.filterid and fm.schemaid = s.schemaid and f.filterid = fn.filterid and f.enable = 1 and fn.username like '%YOUROLDDOMAIN%' order by 2 is a really amazing hint! Unfortunately no spoor of the old domain here... Is there any conf files of the E-Mail Engine outside of the Mailbox Configuration Form? Now, I assume that the records appearing in the AR System Messages have not yet been touched by the e-mail server, so I have to look on the ARS side of things. Is my assumtion correct? Is there any way to log the process of translation of the User-ID into the E-Mail address? Is it possible, that some configuration or misconfiguration or cache problem is replacing the domain of the addressee, before puting the e- mail address into the AR System Messages form? Well, it's a rather a rethorical question here. Apparently it is. Thanks, Mark On 27 Aug., 20:43, Thad K Esser tkes...@regence.com wrote: If you are using ITSM, check the people record. In older versions some emails were sent using the email address from SHR:People and some were sent from the User form. The data was supposed to stay in synch, but occasionally it wouldn't be. I don't think that issue exists in 7.0.3 with the notification engine though. Do you have the domain hardcoded in any filters? (oracle, for ARS 7.1) select s.name Form, f.name Filter_Name, fn.mechanism,fn.NOTIFYTEXT, fn.username from filter f, filter_mapping fm, arschema s, filter_notify fn
Re: How to hunt down the domain of the e-mail?
Mark, I have a simple, stupid question, and you may have already answered it before, but how long ago was the domain name change made, and has the e-mail engine been restarted since then? I'm wondering about the possibility of the e-mail engine having old values cached in memory. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mark Milke Sent: Friday, August 28, 2009 5:58 AM To: arslist@ARSLIST.ORG Subject: Re: How to hunt down the domain of the e-mail? Carey Matthew, I see that you are looking at the notify actions (via sql). You might also want to consider the idea of other actions that could be appending a constant string to an ARS 'Login Name' too. (a Set Field, Push Field, Direct SQL[but I doubt it]) We're not using direct SQL. I will try that. You might also approach this form a more debugging stance. If you think the notifications are coming from a Group notification, then have you tracked it back to the filter/escalation notification action? If so turn on some logs and trigger the workflow. Try to watch and see where the bad strings are coming from. I've done all that. The thing is, that the bad string doesn't appear in the log file. The log file shows only the notify action sending e-mails to user-ids. I then quickly open the AR System Messages form and I can see the to be send e-mail containing the bad domain name. Personally... I would export the Active Links, Filters and Escalations (any could have the Set Field/Push field action(s)) workflow into XML format and just grep through it for the domain string. [ NOTE: I suggest XML format so that you do not need to worry about line wrap problems in the def file format.] I've run a search with Panacea Workflow Studio through all Workflow objects and it found nothing. But you're right, I can try this too. It may be possible that parts of the records in the AR System Email Messages form are being changed by the Email Engine after the email is sent.( I do not know that it does modify the To values, but I know it changes at least one of the status values to indicate that the message was Sent.) No, the e-mail is not yet send, when I'm looking at it. Thanks, Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
How to hunt down the domain of the e-mail?
Hi Listers, a few month ago our company changed it's name, so the domain name changed too. We've changed the e-mail addresses in the User form and everywhere. Watching notifications in the AR System Email Messages I still can see e-mails using the old domain, even though I see the right domain in the User form. When I look into the workflow the notifications are being send to a group, that contains 2 users. Both users' e-mail addresses are just fine in the User form, i.e. they're using the new domain name. In the filter log I can only see the e-mail being sent to user id, so no e-mail addresses shows up here. I've checked the User_Cache table, but there is only one record here. How can I hunt down the wrong domain? Any ideas? Thanks, Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to hunt down the domain of the e-mail?
Mark, Did you look in this form AR System Email Mailbox Configuration for references to the old domain? -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Thu, Aug 27, 2009 at 6:01 AM, Mark Milkemark_mi...@yahoo.com wrote: Hi Listers, a few month ago our company changed it's name, so the domain name changed too. We've changed the e-mail addresses in the User form and everywhere. Watching notifications in the AR System Email Messages I still can see e-mails using the old domain, even though I see the right domain in the User form. When I look into the workflow the notifications are being send to a group, that contains 2 users. Both users' e-mail addresses are just fine in the User form, i.e. they're using the new domain name. In the filter log I can only see the e-mail being sent to user id, so no e-mail addresses shows up here. I've checked the User_Cache table, but there is only one record here. How can I hunt down the wrong domain? Any ideas? Thanks, Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to hunt down the domain of the e-mail?
If you are using ITSM, check the people record. In older versions some emails were sent using the email address from SHR:People and some were sent from the User form. The data was supposed to stay in synch, but occasionally it wouldn't be. I don't think that issue exists in 7.0.3 with the notification engine though. Do you have the domain hardcoded in any filters? (oracle, for ARS 7.1) select s.name Form, f.name Filter_Name, fn.mechanism,fn.NOTIFYTEXT, fn.username from filter f, filter_mapping fm, arschema s, filter_notify fn where f.filterid = fm.filterid and fm.schemaid = s.schemaid and f.filterid = fn.filterid and f.enable = 1 and fn.username like '%YOUROLDDOMAIN%' order by 2 Thad Esser Remedy Developer Now... Just where did I put that cheese...? | | From: | | --| |Carey Matthew Black black@gmail.com | --| | | To:| | --| |arslist@ARSLIST.ORG | --| | | Date: | | --| |08/27/2009 06:53 AM | --| | | Subject: | | --| |Re: How to hunt down the domain of the e-mail? | --| | | Sent by: | | --| |Action Request System discussion list(ARSList) arslist@ARSLIST.ORG | --| Mark, Did you look in this form AR System Email Mailbox Configuration for references to the old domain? -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Thu, Aug 27, 2009 at 6:01 AM, Mark Milkemark_mi...@yahoo.com wrote: Hi Listers, a few month ago our company changed it's name, so the domain name changed too. We've changed the e-mail addresses in the User form and everywhere. Watching notifications in the AR System Email Messages I still can see e-mails using the old domain, even though I see the right domain in the User form. When I look into the workflow the notifications are being send to a group, that contains 2 users. Both users' e-mail addresses are just fine in the User form, i.e. they're using the new domain name. In the filter log I can only see the e-mail being sent to user id, so no e-mail addresses shows up here. I've checked the User_Cache table, but there is only one record here. How can I hunt down the wrong domain? Any ideas? Thanks, Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly
