Notifications are not triggering events

[ch1n4u]

Hi,

The events are not getting generated for the events in the notifications. This was working fine few days back.

I verified the event scheduler and its working fine. Used SM communication utilities for sending email and it created an eventout record but for creation, updation of any tickets are not triggering events.

Anyone, Please help me in resolving the issue.

[Akhil_Mangla]

Are you able to see the information in the log file?

I dont remember the exact name but there is one scemail.chk file in RUN folder (if you are using SCEMAIL utility) that stores the event counter. Check whether the event Id and the event counter are same.

Regards,
Akhil

[ch1n4u]

Hi Akhil,

Thanks for the reply.

I checked the file scemail.chk and the current event counter seems to be 20857 whereas in eventout there is no such eventid. It is having the event id as 20985 for the latest. What can be concluded from that?

I deleted the previous records since they are re-sent to users, so no records in eventout. New events are not getting created in eventout for the tickets created, updated or closed.

The only few records which are present now in eventout are a few deamon records without any information in External Information String.

Thanks & Regards
Chandrasekhar

[ch1n4u]

Hi,

I understood that emails will not flow when the counter in scmail.chk and event seq no. both are not in sync.

But in my case no events are coming to eventout. The scheduler 'problem' and 'event' are running fine.

Please help.

[Akhil_Mangla]

Hi Chandrashekhar,

Did you tried to send a normal email also from HPSM? may be there is some problem in your notification conditions?

Regards,
Akhil

[ch1n4u]

Hi Akhil,

I tried that and Using Communication utilities > Send Email in Service Manager, I am able to send e-mail, It is creating an eventout record and user is also receiving the e-mail.

Regarding notifications, is there any process such that it can stop all the notifications? Since all the notifications cant go wrong all of a sudden!!
Or if we change a notification, can it effect other existing notification too??

I tried restoring the previous day's database in our test and deleted the existing records in SM. It took 10 hours nearly to get back all those records.

I created a ticket and it took more than 30 minutes for generating the event!! Does this suggest anything?

Thanks & Regards
Chandu

[Akhil_Mangla]

Enable debugging and check what do u see in the log file.

Also attach screenshot of current processes running and all scheduled records.

Regards,
Akhil

[ch1n4u]

Hi Akhil,

Please find the screenshots in the attachment.

I am trying to analyze the log file using debug parameters. Please send your mail id to chandrasekhar_413@yahoo.com so that I can send you the log file.

Thanks
Chandu

[mohdhisham79]

Support specialist,

Please help us...............................

[Audrey H.]

Hi,

If you normally purge your evenout records after they are processed then you should just be able to stop your SM services, delete or rename the scemail.chk file and then restart your SM services.  If the issue stopping your eventouts from processing was a corrupt or out of sync scemail.chk file, then once you delete or rename it and restart the services all the outstanding eventout records should start being processed.  I don't know what will happen if you have eventout records in your eventout that have already been processed.  I suppose it's possible that they will be processed again, so you will need to use your descretion regarding keeping eventout records before attempting this.  In that past when we had this issue we only left records we actually wanted to be processed in the eventout file when we deleted the scemail.chk and restarted.  If after doing this your notifications still do not start being processed then you will need to look at a different cause.

Audrey