Re: Group Email Problem
Ok someone please help me out here. It seems this is happening because the email account for the support person is actually the email account for the non-support person in the user_cache table. Any clue how this could have happened? How to best fix this? Thanks From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 12:16 PM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Which one comes first, by first name and by full name, alphabetically? --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem No the first names are not the same. Also in the full name fields one is listed first name last name and the other is listed last name, first name. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Great points Chris! Brian, are the two users First names the same? Last names obviously are save for the s at the end. What happens if you search the people form for the first and last name of either user? Do you get both as a result? --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, April 30, 2008 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem If you are looking at group notifications in ITSM 5.5/5.6, I think they are all generated from within the API, and there is no place you can touch workflow that will affect that process. I have not seen the error you are reporting on users except where Full Name was identical, and I don't remember if that was in a group notification or an individual one, but we had problems with groups that had similar names, and had to add a prefix to one to distinguish between them properly. BTW, watch out for BMC Remedy developed code that tries to match on Full Name, ludicrous as that seems (and is) - there is still code in ITSM 7 that tries to do that!! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Group Email Problem
Check your Notify Setup Filters to see the value that is being put into the notification fields (something similar to the zTmpGroupNotMethod field on the Help Desk form). You will also have to check The Notify Filters on the notify action for User Name and Mechanism (Cross reference to the zTmpGroupNotMethod or User Default). The workflow should state if the mechanism is even getting filled out. I would start with the worklog first. Values for groups come from the SHR:ApplicationGroups and individuals come from SHR:People Hope this helps -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Group Email Problem ** Does anyone know when an email is sent to a Group, how are the Group members and their email addresses determined. I have one Group where one of the members email address is incorrect. It is being sent to someone with a very similar ID. This person does not even have a license in Remedy. I am on ARS 7.1 running Help Desk 5.6. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Group Email Problem
Brian, Saw your earlier post about this: user logins of btestin and btestins I'm going to going to make a few guesses here and let's see if we can confirm them. First, you mentioned that btestins is the support group member and btestin isn't. If this is correct I'm going to guess that the btestins people ID is lower than the btestin people ID. Can you verify this? Second, if you have a test system available try changing btestins login ID to xbtestins and try the notification again. My guess is it will go to the correct person. Can you try that? Third, again on the test system, turn on filter logging and see if you can see which workflow is sending the notification.. This will be important to either fixing it or reporting it as a defect to BMC depending on what the issue turns out to be, My gut feeling is that this is a pattern match issue of some sort. The group list includes a user whose login ID is btestin. When the alert fires it may be searching the CTM:People form for the first occurrence of a login id like %btestin% and finds the wrong one. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Group Email Problem Does anyone know when an email is sent to a Group, how are the Group members and their email addresses determined. I have one Group where one of the members email address is incorrect. It is being sent to someone with a very similar ID. This person does not even have a license in Remedy. I am on ARS 7.1 running Help Desk 5.6. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Group Email Problem
Hi Michael, Those fields are being populated. It seems to be a problem with IDs in the SHR:People form being very similar. The two IDs in question are: Btestin Btestins Btestin is not a support person and not a member of the Group but the Group email is being sent to him. It seems that when the Group members are selected the wrong ID in SHR:People is being used. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Klein, Michael (CONTR) Sent: Wednesday, April 30, 2008 8:54 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem Check your Notify Setup Filters to see the value that is being put into the notification fields (something similar to the zTmpGroupNotMethod field on the Help Desk form). You will also have to check The Notify Filters on the notify action for User Name and Mechanism (Cross reference to the zTmpGroupNotMethod or User Default). The workflow should state if the mechanism is even getting filled out. I would start with the worklog first. Values for groups come from the SHR:ApplicationGroups and individuals come from SHR:People Hope this helps -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Group Email Problem ** Does anyone know when an email is sent to a Group, how are the Group members and their email addresses determined. I have one Group where one of the members email address is incorrect. It is being sent to someone with a very similar ID. This person does not even have a license in Remedy. I am on ARS 7.1 running Help Desk 5.6. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Group Email Problem
Hi J. T. What do you mean by this: I'm going to guess that the btestins people ID is lower than the btestin people ID Do you mean it was created first and therfore the workflow selects it first? I did turn on logging but still could not find the workflow that is selecting the group members and their email addresses. I will try again today. I agree that there is a LIKE selection that is causing this problem. Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Brian, Saw your earlier post about this: user logins of btestin and btestins I'm going to going to make a few guesses here and let's see if we can confirm them. First, you mentioned that btestins is the support group member and btestin isn't. If this is correct I'm going to guess that the btestins people ID is lower than the btestin people ID. Can you verify this? Second, if you have a test system available try changing btestins login ID to xbtestins and try the notification again. My guess is it will go to the correct person. Can you try that? Third, again on the test system, turn on filter logging and see if you can see which workflow is sending the notification.. This will be important to either fixing it or reporting it as a defect to BMC depending on what the issue turns out to be, My gut feeling is that this is a pattern match issue of some sort. The group list includes a user whose login ID is btestin. When the alert fires it may be searching the CTM:People form for the first occurrence of a login id like %btestin% and finds the wrong one. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Group Email Problem Does anyone know when an email is sent to a Group, how are the Group members and their email addresses determined. I have one Group where one of the members email address is incorrect. It is being sent to someone with a very similar ID. This person does not even have a license in Remedy. I am on ARS 7.1 running Help Desk 5.6. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Group Email Problem
Right, that is exactly what I mean. Open up CTM:People and do a search on the Login ID of btestin. You should get two records. If not repeat the search using a Login ID of btestin%. Look at the People ID field and see which has a lower number. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem Hi J. T. What do you mean by this: I'm going to guess that the btestins people ID is lower than the btestin people ID Do you mean it was created first and therfore the workflow selects it first? I did turn on logging but still could not find the workflow that is selecting the group members and their email addresses. I will try again today. I agree that there is a LIKE selection that is causing this problem. Brian _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Brian, Saw your earlier post about this: user logins of btestin and btestins I'm going to going to make a few guesses here and let's see if we can confirm them. First, you mentioned that btestins is the support group member and btestin isn't. If this is correct I'm going to guess that the btestins people ID is lower than the btestin people ID. Can you verify this? Second, if you have a test system available try changing btestins login ID to xbtestins and try the notification again. My guess is it will go to the correct person. Can you try that? Third, again on the test system, turn on filter logging and see if you can see which workflow is sending the notification.. This will be important to either fixing it or reporting it as a defect to BMC depending on what the issue turns out to be, My gut feeling is that this is a pattern match issue of some sort. The group list includes a user whose login ID is btestin. When the alert fires it may be searching the CTM:People form for the first occurrence of a login id like %btestin% and finds the wrong one. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Group Email Problem Does anyone know when an email is sent to a Group, how are the Group members and their email addresses determined. I have one Group where one of the members email address is incorrect. It is being sent to someone with a very similar ID. This person does not even have a license in Remedy. I am on ARS 7.1 running Help Desk 5.6. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Group Email Problem
Actually I had it backwards. btestins is the non-support person who got the email. btestin is the support person. If I search on btestin I only get that record. Same if I search on btestins, I get that record. I know btestin% will return both. Seems that btestin has the lower number. I would think that the correct one with the lower number would get selected? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Right, that is exactly what I mean. Open up CTM:People and do a search on the Login ID of btestin. You should get two records. If not repeat the search using a Login ID of btestin%. Look at the People ID field and see which has a lower number. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem Hi J. T. What do you mean by this: I'm going to guess that the btestins people ID is lower than the btestin people ID Do you mean it was created first and therfore the workflow selects it first? I did turn on logging but still could not find the workflow that is selecting the group members and their email addresses. I will try again today. I agree that there is a LIKE selection that is causing this problem. Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Brian, Saw your earlier post about this: user logins of btestin and btestins I'm going to going to make a few guesses here and let's see if we can confirm them. First, you mentioned that btestins is the support group member and btestin isn't. If this is correct I'm going to guess that the btestins people ID is lower than the btestin people ID. Can you verify this? Second, if you have a test system available try changing btestins login ID to xbtestins and try the notification again. My guess is it will go to the correct person. Can you try that? Third, again on the test system, turn on filter logging and see if you can see which workflow is sending the notification.. This will be important to either fixing it or reporting it as a defect to BMC depending on what the issue turns out to be, My gut feeling is that this is a pattern match issue of some sort. The group list includes a user whose login ID is btestin. When the alert fires it may be searching the CTM:People form for the first occurrence of a login id like %btestin% and finds the wrong one. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Group Email Problem Does anyone know when an email is sent to a Group, how are the Group members and their email addresses determined. I have one Group where one of the members email address is incorrect. It is being sent to someone with a very similar ID. This person does not even have a license in Remedy. I am on ARS 7.1 running Help Desk 5.6. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Group Email Problem
Which one comes first, by first name and by full name, alphabetically? --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem No the first names are not the same. Also in the full name fields one is listed first name last name and the other is listed last name, first name. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Great points Chris! Brian, are the two users First names the same? Last names obviously are save for the s at the end. What happens if you search the people form for the first and last name of either user? Do you get both as a result? --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, April 30, 2008 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem If you are looking at group notifications in ITSM 5.5/5.6, I think they are all generated from within the API, and there is no place you can touch workflow that will affect that process. I have not seen the error you are reporting on users except where Full Name was identical, and I don't remember if that was in a group notification or an individual one, but we had problems with groups that had similar names, and had to add a prefix to one to distinguish between them properly. BTW, watch out for BMC Remedy developed code that tries to match on Full Name, ludicrous as that seems (and is) - there is still code in ITSM 7 that tries to do that!! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Group Email Problem
When you look at AR System Email Messages, presuming that you are copying each message, is the notification showing the group's email address or multiple messages showing each individual's email address? Is the GAL listing correct in outlook? Could you send the workflow log? I could compare to what I have here -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** That's what I would have thought, too. Hmm. Now we need to find the workflow that is creating the notifications to see what it is doing. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 11:26 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem Actually I had it backwards. btestins is the non-support person who got the email. btestin is the support person. If I search on btestin I only get that record. Same if I search on btestins, I get that record. I know btestin% will return both. Seems that btestin has the lower number. I would think that the correct one with the lower number would get selected? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Right, that is exactly what I mean. Open up CTM:People and do a search on the Login ID of btestin. You should get two records. If not repeat the search using a Login ID of btestin%. Look at the People ID field and see which has a lower number. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem Hi J. T. What do you mean by this: I'm going to guess that the btestins people ID is lower than the btestin people ID Do you mean it was created first and therfore the workflow selects it first? I did turn on logging but still could not find the workflow that is selecting the group members and their email addresses. I will try again today. I agree that there is a LIKE selection that is causing this problem. Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Brian, Saw your earlier post about this: user logins of btestin and btestins I'm going to going to make a few guesses here and let's see if we can confirm them. First, you mentioned that btestins is the support group member and btestin isn't. If this is correct I'm going to guess that the btestins people ID is lower than the btestin people ID. Can you verify this? Second, if you have a test system available try changing btestins login ID to xbtestins and try the notification again. My guess is it will go to the correct person. Can you try that? Third, again on the test system, turn on filter logging and see if you can see which workflow is sending the notification.. This will be important to either fixing it or reporting it as a defect to BMC depending on what the issue turns out to be, My gut feeling is that this is a pattern match issue of some sort. The group list includes a user whose login ID is btestin. When the alert fires it may be searching the CTM:People form for the first occurrence of a login id like %btestin% and finds the wrong one. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Group Email Problem Does anyone know when an email is sent to a Group, how are the Group members and their email addresses determined. I have one Group where one of the members email address is incorrect. It is being sent to someone with a very similar ID. This person does not even have a license in Remedy. I am on ARS 7.1 running Help Desk 5.6. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor
Re: Group Email Problem
No it is the individual email records and has nothing to do with the GAL. The email addresses are stored in Remedy. This is not a part of any workflow. It is from the api. I would say it is a bug. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Klein, Michael (CONTR) Sent: Wednesday, April 30, 2008 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem When you look at AR System Email Messages, presuming that you are copying each message, is the notification showing the group's email address or multiple messages showing each individual's email address? Is the GAL listing correct in outlook? Could you send the workflow log? I could compare to what I have here -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** That's what I would have thought, too. Hmm. Now we need to find the workflow that is creating the notifications to see what it is doing. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 11:26 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem Actually I had it backwards. btestins is the non-support person who got the email. btestin is the support person. If I search on btestin I only get that record. Same if I search on btestins, I get that record. I know btestin% will return both. Seems that btestin has the lower number. I would think that the correct one with the lower number would get selected? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Right, that is exactly what I mean. Open up CTM:People and do a search on the Login ID of btestin. You should get two records. If not repeat the search using a Login ID of btestin%. Look at the People ID field and see which has a lower number. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem Hi J. T. What do you mean by this: I'm going to guess that the btestins people ID is lower than the btestin people ID Do you mean it was created first and therfore the workflow selects it first? I did turn on logging but still could not find the workflow that is selecting the group members and their email addresses. I will try again today. I agree that there is a LIKE selection that is causing this problem. Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, April 30, 2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Group Email Problem ** Brian, Saw your earlier post about this: user logins of btestin and btestins I'm going to going to make a few guesses here and let's see if we can confirm them. First, you mentioned that btestins is the support group member and btestin isn't. If this is correct I'm going to guess that the btestins people ID is lower than the btestin people ID. Can you verify this? Second, if you have a test system available try changing btestins login ID to xbtestins and try the notification again. My guess is it will go to the correct person. Can you try that? Third, again on the test system, turn on filter logging and see if you can see which workflow is sending the notification.. This will be important to either fixing it or reporting it as a defect to BMC depending on what the issue turns out to be, My gut feeling is that this is a pattern match issue of some sort. The group list includes a user whose login ID is btestin. When the alert fires it may be searching the CTM:People form for the first occurrence of a login id like %btestin% and finds the wrong one. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Wednesday, April 30, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Group Email Problem Does anyone know when an email is sent to a Group, how are the Group members and their email addresses determined. I have one Group where one of the members email address is incorrect. It is being sent to someone with a very similar ID. This person does not even have a license in Remedy. I am on ARS 7.1 running Help Desk 5.6. Thanks Brian Sokol Manager, Desktop Services
