2 Notify Rules Not Working
Our HelpDesk Solution environment was setup for internal users only. However, there is a need for an external user we provide service to, to be able to send in a request for service. We do have an email account which generates incidents automatically. I have added this external user as a Contact. Here's what happens:
1. external user sends email to the email account
2. an incident is automatically created
3. the incident is automatically routed to a specific queue based on a routing rule
4. the external user DOES NOT receive "Acknowledge Contact" email as specified in the Notify Rule; all internal users receive this notification
5. the external user DOES not receive "Notify Contact when closed" email as specified in the Notify Rule; all internal users receive this notification once their incident is resolved/closed
6. when you view the incident created, under Rules Applied:, it specifies that both Notify Rules were applied; however, the external user did not receive any of the emails
Any ideas as to where I can start looking?
Comments
I would first check the two
I would first check the two Notification Rules to make sure that there are no exceptions that would prevent an Notification e-mail going out to this User. Also, verifie the Contact for the Incidents that are being created by the e-mail coming from the external user and make sure that this Contact's Information is setup correctly
Check the Contact
Check the contact and what e-mail is associated with that contact. It sounds to me like the e-mail you're checking is not associated with the Contact on the incident.
Mike Clemson, Senior Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
Check the Notification Server
Check the Notification Server log files at the times when the rules would have fired in the ticket. If you see any errors, there should be reference as to what folder on the NS server the XML file for the email was sent to, such as \Program Files\Altiris\Notification Server\Mail\BadMail/<some subdirectory>. Using the error message and examining the XML file can usually give you the reason for the failure.
If no errors in the NS log files, I would verify with the external user if they can receive an email from your organization by sending them a test email from the same account Helpdesk is using. Also make sure your organization wouldn't be holding up the email from being sent to an outside email address for whatver reason, especially if the Notify Rule might have been setup to include an attachment or the email template inadvertently would send confidential/proprietary information.
Here is a good Knowledge Base article that gives some other good guidelines on troubleshooting Notify Rule email failures: Helpdesk notify rules are not sending email TECH121853
- Bruce
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