Not received alert email for job failure

[Shravya Devadiga]

Hello Team,

Our client has an issue i.e., she is not receiving the email alerts when the job fails in automic.

Could you please give the info regarding this.

Regards,

Infosys support team

[Daryl Brown]

We're going to need more info here.

Is your alert job sending out alerts via SEND_MAIL, or via a notification object as an email recipient?

A few other things to look at:

• Are you sure her email address is spelled properly?
• If you add additional recipients to this alert, are they receiving it properly?
• If UC4 is not reporting an error with sending the email, have you checked with your mail relay administrators to ensure the email is going out properly?
• Has the recipient confirmed the email is not being blocked/intercepted by her mail server, or being sent to a spam folder?

[Shravya Devadiga]

It sends alerts through a notification object which was mentioned in an SLO object. 
Whenever a job aborts it'll send alerts.

Yes, the mail address is spelled correctly.

And It happened on a single instance.
And the call object triggered for jobs that aborted after.

And I guess the notification object is not triggered by SLO in this case but couldn't find any relevant errors.
So, we want to do an RCA for that single instance of job failure.

[Daryl Brown]

So if I'm understanding you, the issue is not so much that the email wasn't received, but that the notification object didn't fire off in the first place?

Was there something unusual about how the job failed in this particular case?  (e.g., ENDED_NOT_OK vs FAULT_OTHER?)  

In your SLO, what are you using for your Service Selection and Fulfillment Criteria?

[Ashmitha Jayaram]

The job ended with ENDED_NOT_OK-Aborted status.

The below screenshot is about service selection and fulfillment criteria.

[Timothy Yanosko]

Hi -

If using send_mail, check the result of the command by printing the send_mail results.

The code:
:SET &out# = SEND_MAIL(&EMAIL#,,' &client# Email Test','Email test created on &Date# at &Time# ', )
:PRINT "send_mail results=&out#"

Good send mail results from report:
2023-03-17 08:59:56 - U00020408 send_mail results=0000000000000000

Send_Mail Return codes can be found here:
https://docs.automic.com/documentation/webhelp/english/ALL/components/DOCU/12.3/Automic%20Automation%20Guides/help.htm#Script/Reference/SEND_MAIL.htm?Highlight=send_mail