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Notification of transfer

  • 1.  Notification of transfer

    Posted Nov 22, 2017 11:24 AM

    Hi community

     

    We have the status of transfer in ca sdm 14.1 sp4 , i supose that his function is the next:

     

    (When i when i assign a diferentt analyst the notification it will be send )

     

    but doest not work , this activity notification does not have a condition setted because its by default 

     

    Can you tell me how to make it work like this way ?

     

    Best regards



  • 2.  Re: Notification of transfer

    Posted Nov 22, 2017 11:52 AM

    Hello Christian

     

    Did you added contact objects to the notification rule for the object that you are testing with?

    Did you  verified that the notification template is set to active and Auto notification is set to "Yes"?

    Did you verify in the logs if the issue is related with the mail server and not with the notification itself?

     

    By default this notification is active but there are no contacts added to the rule, therefore no notification would be sent.

     

    Please verify and let us know what you found.

     

    Best Regards,
    Ruben Reyes
    CA Support Engineer



  • 3.  Re: Notification of transfer

    Posted Nov 22, 2017 01:30 PM

    Hello Ruben

     

    Hi Ruben Answering your questions If

     

    1.-I have added contacts the assignee and  group

     

     

     

    2.-The notification template if you have the auto-notification check

     

     

    3.- In the log does not mencion anyting related to the notificatión

     



  • 4.  Re: Notification of transfer

    Broadcom Employee
    Posted Nov 22, 2017 01:39 PM

    Are other SDM auto email notifications working correctly?



  • 5.  Re: Notification of transfer

    Posted Nov 22, 2017 01:50 PM

    Hi Paul,

     

    Yes , for example the  Log comment and Attach Doc are working correctly i viewed all the parameters of these notificatións and are the same but transfer does not working



  • 6.  Re: Notification of transfer

    Broadcom Employee
    Posted Nov 22, 2017 02:02 PM

    Does the Notification Log of the SDM ticket show that the notification was triggered/sent?



  • 7.  Re: Notification of transfer

    Posted Nov 22, 2017 02:09 PM

    No , the log of the notificatión show me only  the initial notification was sended



  • 8.  Re: Notification of transfer

    Broadcom Employee
    Posted Nov 22, 2017 02:24 PM

    Please perform the following:

     

    1. Log into Service Desk Manager > Administration > Attachment Library > Repositories

    2. Right-Click on Repository > View > Check the value for "Servlet Server".

    3. If the value for "Servlet Server" is not correct, click on Edit and set the right server.

    4. Go through each repository and check the value for "Servlet Server" and ensure that it is correct for each one



  • 9.  Re: Notification of transfer

    Posted Nov 22, 2017 02:34 PM

    The value of the repositoris is the correct 



  • 10.  Re: Notification of transfer

    Broadcom Employee
    Posted Nov 22, 2017 02:48 PM

    I would recommend opening a CA Support ticket so that a CA Support Engineer can conduct a remote session and take a look at your SDM configuration.

     

    Once you have opened the CA Support ticket, please provide the issue # so that the solution can be provided here for the benefit of other community members.



  • 11.  Re: Notification of transfer
    Best Answer

    Broadcom Employee
    Posted Nov 23, 2017 09:29 AM

    Looks like CA Support Issue #00900129 was opened to further investigate.

     

    We will continue diagnosing the issue via the CA Support ticket.



  • 12.  Re: Notification of transfer

    Posted Nov 22, 2017 02:01 PM

    I found the next i think can be relationed with this

     



  • 13.  Re: Notification of transfer

    Broadcom Employee
    Posted Nov 22, 2017 03:27 PM

    I would like to know if you use the Activities -> Transfer function and assign the ticket that way, does the Transfer notification work?



  • 14.  Re: Notification of transfer

    Posted Nov 22, 2017 03:55 PM

    Hi david

     

    Im not using this function i  only edit the ticket and change the analyst ( field  asignee ).

    however  i tryed using this fucntion transfer but still does not work .