CA Service Management

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  • 1.  INITIAL AND FINAL SLA VIOLATION MAIL NOT COMING

    Posted Jun 27, 2017 04:37 AM

    DEAR ALL,

    INITIAL AND FINAL SLA VIOLATION MAIL NOT COMING. FOR ALL OTHERS EVENTS MAILS ARE COMING.

    PLEASE LET ME KNOW HOW TO RESOLVE IT.

     

    THANKING YOU,

    JAGATJYOTI DASH



  • 2.  Re: INITIAL AND FINAL SLA VIOLATION MAIL NOT COMING

    Posted Jun 27, 2017 04:57 AM

    Hi Jagatjyoti,

     

    Here are some suggestions:

     

       

    •   Look at the Event History for the ticket to check that the events fired.

       

    •   Look at the Notification History for the ticket to see if notifications were created.

       

    •   Check that the message templates used have 'Auto-Notification' set to Yes.

       

    •   Check that Object Contacts are configured for the messages.

       

    •   If a notification is sent to a Group, check that the Group members have the 'Notify' flag set.

       

    •   Look in the mail folders on the SDM server to see if there are any undeliverable emails.

     

    I hope that gets you on the right track.  If you're still stuck, please attach some screenshots to the thread.  Useful shots to include would be:

     

       

    •   The detail forms for the service type events that are apparently not sending mail.

       

    •   The Multiple Notification macro configurations that you are using.

       

    •   The message templates and the Object Contacts tab.

     

    Regards,

    James