You're on the right track. We ran into this on 7.5 too. The notification gets pushed into the NTE SYS Process Control form, and then into the AR System Email Messages form if it is addressed to a single individual. The group emails go into a second form and they are moved out by an escalation which is installed to run in the same pool as everything else (zero). That escalation turns expands the members of the group and turns the notification into multiple individual messages. Usually there are enough jobs going on in that default escalation pool to prevent the group emails from being processed because escalation thread is busy doing something else when it is time to process the groups.
A solution is to increase the number of threads available for escalations and to change the pool for the group notification escalation to something other than the default. We also noticed that the escalation for the groups was installed to run every ten minutes instead of every minute. I cannot see a logical reason to want to delay the group's notifications, so I would consider running that more frequently as long as it's not in the same escalation pool. Sorry I cannot remember the exact names of the escalations today! Doug -- Doug Blair +1 224-558-5462 Sent from my iPad2 Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Sep 2, 2011, at 10:25 AM, "Chowdhury, Tauf" <tauf.chowdh...@frx.com> wrote: > ** > Thanks Andrew. I’ll check this out. > > > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall > Sent: Friday, September 02, 2011 9:26 AM > To: arslist@ARSLIST.ORG > Subject: Re: 7.6.04 - Delayed support group notification e-mails > > > > ** > > Yeah – we’re not on 7.6.04 – but on 7.5 we increased the escalation threads > from the default 2 to the max 6 (one per pool). I believe the NTE escalations > uses pools 3,4,5. > > Also, make sure you haven’t installed any longer running escalations that > could be backing up the escalation emails, put any custom long running > escalations in their own pool, e.g. 6. > > > > Regards, > > > > Andrew Goodall > > Software Engineer 2 | Development Services | jcpenney . www.jcp.com > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma > Sent: Friday, September 02, 2011 7:20 AM > To: arslist@ARSLIST.ORG > Subject: Re: 7.6.04 - Delayed support group notification e-mails > > > > I would suggest that you first check out your escalation pools to ensure that > the escalation is processing the notification in a timely manner. Refer to > the ITSM Notification Engine documentation for details. > > > > Terry > > > > > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf > Sent: Friday, September 02, 2011 7:49 AM > To: arslist@ARSLIST.ORG > Subject: 7.6.04 - Delayed support group notification e-mails > > ** > > All, > > We have a strange issue that has started cropping up. It seems that ONLY > group assignment notification e-mails are being delayed for 5-6 hours. > Basically, in the morning, the notifications are OK but as the day progresses > and more users are on the system, records start building up in the NTE > Process Control form. Once they hit the e-mail messages form, the e-mails go > out without issue but it seems the processing is slow on the control form. > Individual assignment notifications go off without an issue but the group > notifications are delayed. Any ideas? > > -Tauf > > 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. 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