Listers,
We have just had an issue with the Email Engine changed to bug status by
BMC.
Two weeks ago we upgraded our production server from 6.0.1 to 7.0.01
Patch 003. Since then we have had users complaining that they are
receiving random duplicate copies of notification emails when tickets
are raised, assigned, etc. We are a completely self-build site and
don't use any of the Remedy Applications (ITSM, etc.). We logged this
issue with our support partner (Fusion) who after looking at it their
end passed it onto BMC. We have spent the last week sending log files,
configuration files, sample messages, etc., to BMC while they ask stupid
questions that were either totally irrelevant to the situation (e.g.
"which application are you running?") or asking for log files that had
already been supplied.
Finally they tested the problem at their end have have discovered that
the email engine /is /sending out random duplicates and that it is a
bug. Hallelujah!
Needless to say the workaround has come from Fusion - no mention of one
from BMC - which is to revert to Patch 002 of the email engine.
The defect number, if anyone wishes to know, is SW00271676. This
doesn't help those people who installed patch 3 to take advantage of the
bugs fixed in the patch release.
Bye for now,
Ian
------------------------------------------------------------------------
Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative
Computing Service
Open University, MILTON KEYNES, UK
Phone: 01908 653741 web: http://www.open.ac.uk/
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