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BPPM has many notification options and users can choose to receive events, SNMP traps, email notifications or all of the above.  Which notification method do you prefer? Events are key, but did you know those events can trigger email notifications? Some users prefer to receive email notifications when alerts are triggered. Users can setup email groups and then also setup rules for which notifications are sent. Having many options for notifications and alerts also leads to issues or problems with email notifications. The majority of email alerts issues are configuration issues with event policies or invalid SMTP server configurations, but there are a few other issues that we have seen.


Let’s highlight some of the types of questions we receive regarding email notifications.


How do I create an email group in BPPM when using Event Rules for notifications?


An email group is a group of email addresses by which event rule actions can be sent to an email group. The group consisting of email addresses is notified. You can add, modify, or delete any email group by accessing the Email Group Administration dialog box through the Email Group Administration button on the Event Rule Administration page. When setting up event rules, you must determine the way in which event notifications are sent.



BMC ProactiveNet can send event notifications through email when an event is generated. Event email messages contain the same information as the events viewed from the event Summary page. Email messages can be sent in HTML format.

Email notification, which includes the event listing, is similar to how it would be viewed from the BMC ProactiveNet Operations Console. If your email client supports HTML format, relevant graphs can be viewed.


Details of the SMTP Server to be used for email alerts are stored in pronet.conf under InstallationDirectory/pw/custom/conf:



These entries are dynamically generated. Refrain from editing these without prior impact assessment. Any changes to these entries impact all mail-related BMC ProactiveNet actions (event notification/reports/alerts).


HTML event notifications contain partial GIFs of the event summary detail, along with the event graph. It is important that your ISP, email client, and network support HTML email messages. HTML format is preferred if your email client supports it. HTML provides for enhanced report layout and inclusion of graphs.


Similarly, the subject and body of a particular email alert can also be customized using Event Text Customization for Individual Event Rules.


To create or edit an email group


On the Event Rule Administration page, click the Email Group Administration tab.

On the Email Group Administration page, click Add.

Type the name of the group and list of email addresses.
Select the preferred email type from the list.

Click Add to add the email group.

Click Done to save the email group options.

Is it possible to customize the event text some email alerts?


Customizing the event text for email alerts

Event text customization enables you to insert event text for all email alerts. Certain event text customization variables are only available for ProactiveNet intelligent events. They are:







When applied to external events, these variables have blank values.


For upgrade users

BMC ProactiveNet provides additional out-of-the-box variables, such as $Status, $MC_HOST, and $MC_PRIORITY for event text customization. See the table below for a complete list. Upgrade users cannot immediately select these additional variables. They have to add them manually. Upgrade users can enter the new variables that they need directly in the wizard.


To customize the event text


    Click the Options tab at the top-right of the BMC ProactiveNet Operations Console.

    On the Administration tab, choose Event Text Customization Edit link.

    On the Global Event Text Customization screen, customize the subject and body of the email alerts.


You can choose from among the following variables listed in the table below.


Variables for customizing the event text


Email alerts are not working!!!!???


What do you do when your email notifications are not working correctly? What are the locations to verify that alert email generation within BPPM is having issues? It appears that alerts are not being generated and email notifications being provided.


The first step would be to review the email settings and configure your computer to receive email messages from BPPM. See Preinstallation tasks in the online documentation.


The notification policy is configured to generate a notification email, but no email is being sent.


Notification email messages are not sent when the SMTP server is not installed or set up correctly. When the product is installed, part of the installation process locates the SMTP server. If an SMTP server is not installed before the product is installed, email notifications cannot be sent. If you have installed an SMTP server after the product was installed, run the following utility from C:\ProgramFiles\BMC Software\Impact\server\etc\cellName\kb\bin\w4, the product installation directory


There is a command "pw test_email". You can run this in the pw command window. Are there any errors in the output? You check the output file TestEmail.log under pw/pronto/tmp directory or send these logs to Support for further assistance:




If the information above does not help, provide following information to Support via a Support ticket

- Output of pw viewhistory.

- Did the email work properly before?

- Did you make any changes recently?

Why do I receive email alerts from BPPM late? For example, the alert occurred at one time and I get the email alert about 45 minutes later.


If you have issues with delays in email you can enable EventActions debug and this will show in EventActions.log(under pw/pronto/logs/debug/).


You can use following pw command to enable the debug:

pw debug on -p jserver -s EventActions


Here is an example of messages seen in that log :


DEBUG 07/21 05:39:55 EventActions [AlarmAction-1] @ AlarmAction @ EmailAction: ASCII FULL Body >>> Device:

Monitor Type: Windows System

Instance: Windows System

Severity: CRITICAL

Status: OPEN

Message: Windows System Total CPU Utilization > 5% for 1 min. has been received from host with severity CRITICAL

This will help to find the event and when it should have triggered a notification

In BPPM, email can be triggered by both the notification policy and the event rule setting. What is the difference between them?


Notification policies are set on the cell side, configured from the Admin Console, and can be set by the condition of cell specific class/ slot value etc, but the email content is in text format. If your notification should be set for external events which need to match criteria for class/slot value, then you need to use notification policy.


Email notifications are set by event rules on the Jserver side, configured from the User Console, and can be set by the condition of devices/monitors/attributes. So if your email notification is mostly for intelligent events that match condition of device/monitor/attribute then you can use an event rule.


Sometimes notifications based on event policies are duplicated


For example: The notification policy is triggered twice resulting in duplicate emails being received. This is the notification policy in baroc format:











selector_ecf='*Pnet_Agent.ProactiveNet_Agent_Event ($EV)';




notify_subject_format='%s : %s : %s : %s';       notify_subject_slots=['$1.mc_host','$1.severity','$1.mc_object_class','$1.msg'];


HOST            : %s


%s : %s

%s';  notify_msg_slots=['$1.mc_host','$1.mc_host_address','$1.mc_object_class','$1.mc_object','$1.msg']; when_slot='severity';





Duplicates are being triggered twice due to the absence of the notify_on_operations slot. That slot has default value of [OPEN]. The first email is sent because the status is within [OPEN]. The second email is sent because the severity is within [MAJOR,CRITICAL]. When  specifying a “slot, operator, value” option in a notification policy the notify_on_operation should be set to []. It is not possible however to set that in BPPM Administration console or in Impact Explorer. For the example policy in baroc format, create a new baroc file i.e. c:\data.baroc with following contents :






Then mposter this to the cell : mposter -n <cell> -d c:\data.baroc


If there are a large number of notification policies or notification policies are regularly being added then the above may not be practical. Another workaround is to modify pw\server\etc\<cell>\kb\classes\im_policies.baroc and change this line from :


notify_on_operations    : LIST_OF STATUS, default=[OPEN];

to :

notify_on_operations    : LIST_OF STATUS, default=[];

then recompile the KB and restart the cell.


BPPM 9.5 email issue:

When trying to send an email from BPPM 9.5 (either from the operations console or from an event rule) the email fails to be sent and one of the following errors is returned:

GroupEmail - Email Group :Team Platform - Failed : Failed to send email to (file:// Reason :334 VXNlcm5hbWU6
Failed to send email to (file:// Reason :334 VXNlcm5hbWU6
E-Mail Details for Snapshot
Error occurred while sending mail to
Exception Details: 535 5.7.0 authentication failed .
Error occurred while sending mail to
Exception Details: No authentication mechansims supported by both server and client.   

We also see similar errors in the ProactiveNet.log file (this example is seen when sending an email using an event rule):

ERROR 05/20 11:56:24 EventActions [AlarmAction-5] 302536 Exception while executing Alarm Action
java.lang.Exception: 334 VXNlcm5hbWU6
at com.proactivenet.api.action.EmailAction.executeAlarmAction(
at com.proactivenet.api.action.NGPAbstractAlarmAction.execute(
at com.proactivenet.api.action.AADispatcher$
at java.util.concurrent.ThreadPoolExecutor.runWorker(
at java.util.concurrent.ThreadPoolExecutor$

The 'pw test_email' cli is successful.


Here’s the fix:

1. Take a backup copy outside of the BPPM directories of the file..\Proactivenet\pw\apps3rdparty\javamail\mail.jar

2. Unzip the attached file to a temporary folder

3. Copy the extracted mail-1.3.3.jar file to ..\Proactivenet\pw\apps3rdparty\javamail on the BPPM Server

4. Rename mail-1.3.3.jar  in ..\Proactivenet\pw\apps3rdparty\javamail to mail.jar

5. Restart the BPPM Server processes (pw system start)

Defect QM001848727 with description "Sending of emails from Event Rules is not working after upgrading from BPPM 9.0 SP1 to 9.5" has been created to ensure this is fixed in a future release.

This fix information is found in our Knowledge Base:

"Failed to send email to XXXX. Reason :334 VXNlcm5hbWU6" or "Exceptions details : 535 5.7.0 authentication failed" when trying to send an email from BPPM 9.5 



These are just a few issues we have seen with sending email notifications within BPPM. Most of the issues are custom based on policy notifications not working properly. If you encounter any issues at all, please do send the details to Support and we will be glad to assist.




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“In the Know”…Do you know?


Do you use Chat to get quick answers to product questions? If not, check it out as this is another channel of support available to customers. Join us for a quick chat and we’ll get you started on resolving your concerns. Learn more about Chat


Have you heard of the AMIGO program? Looking to upgrade in the near future? Get on board with AMIGO and we’ll help you plan your upgrade to ensure a smooth transition to the next version of the products you are using.


Don’t forget our Webinars! Check out the details here: BMC ProactiveNet Performance Management (BPPM) 9.5 Best Practices Webinar Series


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