I'm thinking that the problem may be trying to run ITSM 7.0.3 with SRM 7.6, despite BMC assuring me that it would work as long as I installed the compatibility patch. Thanks for your advice, and to Tauf too.
Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Mahesh Sent: Sunday, August 29, 2010 5:57 PM To: [email protected] Subject: Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? ** Okay. The below filter doesn't exist in ITSM 7.6 but in ITSM 7.0.03 it does and it does a set field action from NTE:CFG-Notification Events. Thanks Mahesh On Sun, Aug 29, 2010 at 5:50 PM, Pierson, Shawn <[email protected]<mailto:[email protected]>> wrote: ** I've verified that they exist, but I'm wondering if some records that should be in place are no longer there. Upon further investigation, I see in Change Management a filter is being called named NTE:NPC:GetPreferences_155_NTE, which is unable to find anything, and immediately after that the record in NTE:SYS-NT Process Control is deleted. I'm currently testing some things in that area, but I'm thinking that it's possible that SRM deleted the data in the form that it's referencing. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Mahesh Sent: Sunday, August 29, 2010 5:36 PM To: [email protected]<mailto:[email protected]> Subject: Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? ** ITSM 7.6 Notification sub-system doesn't contain the following forms. 1. NTE:SYS-Group NT Control 2. NTE:SYS-Individual NT Control Make sure if these forms exist as ITSM 7.0.03 uses them. Thanks Mahesh On Sun, Aug 29, 2010 at 10:40 AM, Pierson, Shawn <[email protected]<mailto:[email protected]>> wrote: ** 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 hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com<http://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 hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _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"
