Notification on Incident Closure

When Resolved Incidents are closed by a schedule record. The related interaction record also closes. So far so good, but i receive 2 emails one for closure of interactiona and another for Incident. The incident email is weird because we dont use macros

 

Incident IM1234567 has been updated.Incident macro mail format in IM environment not found, please notify HP Service Manager Administrator.

  • Can you share your version details? how you have configured email notifications? is it using Rulesets or Notifications?

     

    Regards

    Muzaffar

  • We are using version 9.41 codeless. We are calling Notifications from RuleSets. But i dont see any macros being used anywhere in our workflow. I checked the macro section, there are no macros set for interaction or Incident.

  • You can follow below steps to troubleshoot this,

    1. Open your workflow from Process Designer menu, then click on the Workflow Properties-> then Rule Sets tab and look for any Rulesets which is triggering this notification under each action tab On Add, On Update etc.. . once you are sure that this notification is not being triggered from this place, then follow the 2nd step.

    2. Here you have to do 2 check basically 1 at the scmessages(as you are getting the 1 line email notification) and another at Notification(Note) record.

    3. From DB -> type file name as 'scmessage' and try to search for the text you are receiving in your email notification using wild cards(i.e like '*') combinations.

    4. once you locate the 'scmessage' record then note down the 'message number'.

    5. Now access Notification search screen by typing 'note' in SM command line or from menu Navigation.

    6. Enter the Message numbers you gather in step 4 in "Msg. No: field and search for it, then SM will provide you with list of Notification records frrom which you can easy figure it out which is "active" used for the incidents module, then you can make it false and check.

    7. Final check you can do by accessing the 'probsummary' object record from Tailoring Tools->Document Engine -> Objects.

    8. If still you are unable to find out let me know.

    I am hearing....

    Best Regards

    Muzaffar

  • Is there any patch applied on you HP SM 9.41?

     

    Regards

    Muzaffar

  • The scmeesage is a combination of the below 2

    Class: pm, Message Number: 4
    Class: pm, Message Number: 307

    and these are called from the RAD applicatiojn

    application: macro.mailproblem1 (panel: message.build.3)
    application: macro.mailproblemmany (panel: message.build.3)

    But i am not sure where these RAD applications are called from and how to disable these emails from being generated. 

    I have noticed, these emails are generated for Incidents where Notify By is Email.

    We are usging HPSM Codeless version 9.41.3016 build P3

  • Dear, Did u find solution for this one, i m getting same for SM9.61 P1. Let me know if you find rootcause or solution for this.

    Reg,

    Sanjay

  • I think i found a workaround to solve this issue, issue is coming form RAD which is called by OOB rule set to autoclose incident, application: macro.mailproblem1 (panel: message.build.3) , application: macro.mailproblemmany (panel: message.build.3).

    So i wrote a trigger on event out to check for email with subject "Service Manager Mail" and delete it. Its working good with me, Hope this cna help you and anyone else who is facing similar issue.

     

  • Hello,

    Can you share your trigger?  I too want to prevent this mail.   But I don't not how. 

    And I could not find that oob rule.   Maybe disabling rule works. 

    Best Regards,

    Levent

  • Hi,

    Same issue here, can you please share your script?

    Thank you!

     

  • Had wrote a trigger on eventout table

    //Sanjay: Trigger to check and avoid unnecessary email with subject line Service Manager Mail
    if( record.evtype == "email" )
    {
    var sep = record.evsepchar;
    var message = record.evfields;
    var messageArray = message.split(sep);
    var user = messageArray[1].toString();
    var text = messageArray[3].toString();

    if( user == "linker" && text == "Service Manager Mail")
    {

    var delme = record.doDelete();
    if( delme == RC_SUCCESS ) print("Escaping mail from macro.mailproblem1 rad!");

    }

    if(text == "Service Manager Email")
    {

    var delme = record.doDelete();
    if( delme == RC_SUCCESS ) print("Escaping mail from macro.mailproblem1 rad!");

    }

    }

    //Sanjay: Trigger to check and avoid unnecessary email with subject line Service Manager Mail
    if( record.evtype == "email" )
    {
    var sep = record.evsepchar;
    var message = record.evfields;
    var messageArray = message.split(sep);
    var user = messageArray[1].toString();
    var text = messageArray[3].toString();

    if( user == "scheduledAction" && text == "Service Manager Mail")
    {

    var delme = record.doDelete();
    if( delme == RC_SUCCESS ) print("Escaping mail from macro.mailproblem1 rad!");

    }

    }