Respected Contributor.. poshamma Respected Contributor..
Respected Contributor..
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Getting multiple email when Incident get assigned to team and Chnage get raised

Hi Team,

When our operation team assign the incident to respective team, That team getting multiple duplicate email notification of that ticket number. Also when we raise any New change we receives multiple duplicate email notification for each phase get update or Open. We have checked the notification of OPEN, UPDATE and CLOSE but that all are ok.

When we restart the SCSMTP we are facing this issue, earlier it was working fine. suddenly we are getting multiple duplicate email notification issue in SM.

 

Kindly provide us the solution to resolve it asap,

We are having SCSMTP for email forwording and our HP-SM version is 9.30

Regards,

EMS Team

 

 

 

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6 Replies
Established Member.. Avinash_Shrivas
Established Member..

Re: Getting multiple email when Incident get assigned to team and Chnage get raised

Hi,

Check if you have added keepmail:0 parameter to SCSMTP.INI file. Adding this parameter will delete the email after prcessing.

Regards,

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Respected Contributor.. poshamma Respected Contributor..
Respected Contributor..

Re: Getting multiple email when Incident get assigned to team and Chnage get raised

Hi,

We have checked the SCSMTP.ini file over there keepmail:1 is available. If we change to 0  what will be the impact of it ?

Regards,

EMS Team

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Established Member.. Avinash_Shrivas
Established Member..

Re: Getting multiple email when Incident get assigned to team and Chnage get raised

Hi,

It will delete the eventout record after sending email and you will not receive duplicate emails after restarting SCSMTP services.

Regards,

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Respected Contributor.. poshamma Respected Contributor..
Respected Contributor..

Re: Getting multiple email when Incident get assigned to team and Chnage get raised

Hi,

We have traied with the given solution. But still multiple duplicate emails are occuring.

Regards,

EMS Team

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Established Member.. Avinash_Shrivas
Established Member..

Re: Getting multiple email when Incident get assigned to team and Chnage get raised

Hi,

You might have recieved duplicate emails because of eventout record processed before adding keepmail:0 parameter.

Clear eventout records once and than retry.

Regards,

 

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Knowledge Partner Knowledge Partner
Knowledge Partner

Re: Getting multiple email when Incident get assigned to team and Chnage get raised

Hi Poshama,

If the issue remains could you clarify: Are the records duplicated on eventout?

 

Wish you luck!

Best Regards,

Breno Abreu

Regards,
Breno Abreu

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