I am not sure if this will help but this is from the knowledge base....We have had similar issues. Also note that the email engine can be configured to either reload the cache when restarted or not. The setting to configure is FetchUserGroupInfoOnDemand=(false/true)
P R O B L E M ------------------------------------------------------------------------ -------- There is a user in the User schema that has had their notification method changed from notifier to Email. However, the user is still receiving notifications via the notifier tool and not via Email as expected. Why? S O L U T I O N ------------------------------------------------------------------------ -------- To resolve this issue: --------------------------------- 1. Verify that the default notification method is set to Email for the user. 2. Check the User_cache table in the database as it may not be in sync with the User table. If this is found to be the case, then run arreload to flush and update the cache manually. Use the following SQL statements to determine values in the User_cache table (If using MSQL or Sybase you will need to change to the ARSystem database first): > select userName,notifyMech,email from User_cache where userName="Name_of_User" => This will show the current notification method for the indicated user. The column of interest is the 'notifyMech column. This column indicates the method of notification for the user. The values are as follows: 0 => None 1 => Notifier Tool 2 => Email If the value listed in the notifyMech column does not correspond with the method that you have changed the notification method for the user to, then you should run arreload to update the User_cache as it is out of sync with the User table. To update the User_cache table use the arreload command as follows: ------------------------------------------------------------------------ --------------------------------------- # arreload -u User -a Demo -p "" -f -d -s Server_name Where: -a => User with administrative privileges -p => Password for admin user -s => Name of the AR Server After running arreload the User_cache table should now be in sync with the User table and the notification method should now be correct. If problems still persist, contact Tech Support. Kelly Gatewood -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, March 30, 2007 14:51 To: [email protected] Subject: Re: User Cache Issue L.J. I am not sure I can "speak authoritatively" on this as this is mostly "black magic" that the ARS server does for licensing/performance reasons. (And on the whole BMC, nor Remedy of old, has been too inclined to share such detailed internal logic with customers. We really do not need to understand it. We just have to be users of it. :) However, as far as I know, the only thing that rebuilds the internal cache table is the arcache utility. I know of no condition, even a stop/start of the ARS server, that the ARS server will rebuild the entire table. It will updated it (or should as this incident points out) when relevant corresponding data is changed via the User form(s) on a record per record basis. My only thought for how things could be out of sync.... 1) A bug in the ARS server. ( Bugs have been known to happen from time to time.) And this is a very remote #2 option.... I have never proven this condition to be identified, especially repeatably, in the real world. It is just a theoretical discussion.... 2) Your RDBMS bit you. The way the ARS server does commits to the DB may or may not be all in one RDBMS transaction. There are times that part of the work is done on the DB before other parts of the ARS transaction is completed. If other parts of the ARS transaction "fail" then the ARS server should do a logical "role back" of the RDBMS changes it made earlier in the transaction. I have seen this work as advertised. So I doubt the issue lies with this feature, but it could be another source for a bug too. 2A) It however is potentially possible that the RDBMS could role back some change in the user_cache table without the ARS server seeing that as a "failure" in the ARS transaction too. (Or your DBA could muck with the table, or you could muck with the table, etc...) I doubt that helps much, but since you asked, that is what I know about it. :) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On 3/30/07, L. J. Head <[EMAIL PROTECTED]> wrote: > I didn't think that restarting the Remedy Server rebuilt the > cache...hmmm...maybe Carey or Axton could speak authoritatively on > this subject > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of ARSList > Sent: Friday, March 30, 2007 12:48 PM > To: [email protected] > Subject: Re: User Cache Issue > > You said your Server kept the user cache even after your server was > restarted? > > I think I just read a KM about this, of course, I didn't keep it. But > I thought the Remedy server sometimes keeps the user email in certain > situations, but restarting either the Server and/or the email engine > is supposed to clear this out. > > You should be able to find something about it with "email user" or > "group email". I seem to recall having a problem with group email at the time. > > Good luck. > > > Havin' Fun in Sacramento. > > Nick > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen > Sent: Friday, March 30, 2007 10:02 AM > To: [email protected] > Subject: User Cache Issue > > An unusual situation happened today that is now resolved, but I want > to understand how it could occur. > > An employee's email address changed. The employee has a record in > User with a Read-Restricted license. When an email (any email) was > sent from Remedy the AR System Email Messages form would list their > old email address. The old email address does not exist anywhere in the system. > > I restarted the Email Engine NT service and then ran arsignal with the > -u switch to reload the user data. When that didn't fix it I > restarted the Remedy NT service (surely, this had to work). > > When that didn't work I opened her record in User, removed the email > address, saved, re-entered the email address, and saved. That fixed it. > > I'm thinking the user_cache table kept the old email address but I > presume that it should have been reinitialized when arsginal was run > or when the Remedy NT service was restarted. > > How could this situation occur? > > Thanks. > > > ARS 6.3 p16 > Windows Server 2003 > SQL Server 2000 > > Stephen ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
