Ian,
Thanks for mentioning this. Unfortunately my company has suffered from
this as well, so I'll try reverting back to patch 2.
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ian Trimnell
Sent: Thursday, July 12, 2007 10:13 AM
To: [email protected]
Subject: Bug with AR System email engine V7.0.1 P3
**
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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