Not Receiving E-Mail

Exercise 10

To: From: Subject: Jennifer,

Jennifer Falcon, System Administrator Max Manager E-Mail Notification Requirements

Please verify emails are being sent from Service Manager when an incident has been opened or updated. If they are not being sent, please troubleshoot and do what needs to be done to fix the issue. Thanks, Max Manager

Tasks Required to Accomplish the Scenario

Verify the SM user is a member of the assignment group Confirm the users operator record has the correct e-mail address Verify that there are email records in the eventout queue Verify that the e-mail agent is running

Verify the SM user is a member of the assignment group

1. 2. Log into Service Manager as falcon. In Service Managers command line, type db then Enter.

3. 4. 5. 6. 7.

The database manager search form is presented. In the Form name field enter assignment and click the Search button (the one with the flashlight). A QBE list of forms that begin with assignment and are related to a table is presented. Double click assignment. The assignment search form displays. Click the Search button. Select the assignment group the user belongs to who is not receiving email. For this exercise, choose any assignment group. Click on the Operators tab. The login IDs of all the members are listed.

2010 Hewlett-Packard Development Company, L.P.

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8.

Confirm any user who is not receiving e-mail is a member of an assignment group. If not, add the user to the group. Note: Out of the box (OOB), Service Manager does not send an e-mail on the opening of an incident to the assignee if the assignee is the person who opened the incident. In other words, SM does not send the e-mail to the user who assigns an incident to himself. Also, OOB, Service Manager does not send an e-mail to the assignment group on open. If you want an email sent to the assignment group upon opening an incident, you can call the us.notify RAD application from the probsummary format control-subroutines which then calls the appropriate notification record. Now that you have insured the user belongs to an assignment group, you need to verify the user has a valid email address.

Confirm the users operator record has the correct email address
9. In Service Managers command line, type operator and then press Enter. The operator search form displays. 10. In the Login Name field enter the users login ID who is not getting the e-mails and click the Search button.

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2010 Hewlett-Packard Development Company, L.P.

Exercise 10: Not Receiving E-Mail

11. Go to the notifications tab and verify that the correct e-mail address is in the Email Addr field. If not, add an address and then click Save.

If the user does belong to an assignment group and has a valid email address, you need to verify emails are being queued in the eventout table to be sent.

Verify there are email records in the eventout queue

12. In Service Managers command line, type eventout and press Enter. The eventout search form is displayed.

13. In the Event Code field, type email and click the Search button.

2010 Hewlett-Packard Development Company, L.P.

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If there are e-mail records to be processed they will appear in the QBE list.

Note: E-mail that is called from the Notification Engine is processed by the problem processor. You may have to wait a minute for it to cycle. You can see that it is cycling by entering status in Service Managers command line and pressing the Enter key. You will see a list of all background processes that are running as well as every user that is logged in. The idle time column indicates the number of hours, minutes and seconds since the processor last cycled. Out of the box, the problem processor cycles once a minute. The status screen looks like this:

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2010 Hewlett-Packard Development Company, L.P.

Exercise 10: Not Receiving E-Mail

14. The event registration is necessary for events to process. Therefore, make sure there is an output e-mail event registration record. To do so, navigate to the Event Services Registration search screen.

15. The event registration screen opens. In the Event Code field, type email and then click Search.

2010 Hewlett-Packard Development Company, L.P.

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16. A QBE list of two email event registration records should be present. One is for inbound e-mail; the other is for outbound email. Select and view the two records individually and insure the Input or Output? Field displays Output for one and Input for the other.

The purpose of these last few steps is to verify this record exists. If the record does not exist, unload the record from another system and load it into this system.

Verify the e-mail agent is running

17. In Service Managers command line, type status and press Enter.

The Service Manager status screen appears.

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2010 Hewlett-Packard Development Company, L.P.

Exercise 10: Not Receiving E-Mail

18. Click the Refresh Display button. The Idle Time values will refresh. The idle time for most processors is 60 seconds. This is determined by the system start record in the info table. If a processors Idle Time displays no minutes (00:00:00) on up to three minutes (00:00:03) before returning to 00:00:00 again, this indicates the processor is working. 19. Look for the event processor. Is it there? Is it cycling every minute? You should click the Refresh Display button as the Idle Time approaches 00:01:00. 20. If the event processor is not on the list click the Start Scheduler button. The list of processors is presented. If the event processor is not running, double click the event.startup item. This will start the processor.

2010 Hewlett-Packard Development Company, L.P.

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2010 Hewlett-Packard Development Company, L.P.