Tauf, Unfortunately it got past our testing since we aren't allowed to have the Email Engine on in our dev/test environment.
I did check that the SYS:Notification Messages form is populated with the relevant messages, and all the forms that it pulls data from are as well as I can tell too. An unfortunate thing with support is that I opened this call on Friday, but since we have Fast Track support or whatever that model is, we don't get help on the weekends, which unfortunately are when my users are out of the system and I am most free to make changes. I think on Monday I will follow up if I don't hear back first thing in the morning. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Chowdhury, Tauf Sent: Sunday, August 29, 2010 12:26 PM To: [email protected] Subject: Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? ** Shawn, Did you install this in a QA or DEV environment? Can you replicate the issue there? Have you checked the install logs and patch logs for errors? Just for kicks.. maybe check the NTE:Sysnotification messages form to see if the ITSM related records are there and active. Also, if the BMC support analyst is not understanding your issue or handling it correctly, just contact the support manager. You should have gotten their name in the e-mail confirmation on submission of your ticket. They are pretty good at following up. Good luck. -----Original Message----- From: Action Request System discussion list(ARSList) on behalf of Pierson, Shawn Sent: Sun 8/29/2010 11:40 AM To: [email protected] Subject: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? Good morning, I upgraded our SRM 2.2 install to 7.6, and everything seemed to have went well until we started trying to use ITSM and noticed that it is incapable of generating emails. The Email Engine itself works, so our custom applications that don't use the NTE subsystem are fine, but most other emails from ITSM simply don't get generated. In my Filter log, I see (in the example of Change Management) that it gets to the filter CHG:CRQ:NotificationGenerator_899_ModifyNotificationProcessControl`! and pushes the data correctly, but after that I don't see anything occur where it would send an email. I do see that the Change Manager information is pulled back in NTE:NPC:GetPreferences_150_PeopleSupportStaff, but beyond that it doesn't really do anything. So basically, my Production system is dead in the water because of this. We're on ITSM 7.0.3 Patch 9 and Patch 7000, and this only became an issue after upgrading to SRM 7.6 Patch 1. Unfortunately, it looks like SRM modified thousands of ITSM forms, fields, and workflow, so there is no good way to tell what could have been affected by this. Also unfortunately, BMC support has been less than helpful, trying to tell me it's just a performance problem, and not listening to me and for some reason thinking that it only affects Approval emails. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" ________________________________ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
