DWP - Troubleshooting Survey/Comment/Bell/Mail Notification issues

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    MyIT Digital Workplace


    COMPONENT:

    MyIT


    APPLIES TO:

    18.xx, 19.xx



    QUESTION:

    What do I need to check when surveys/email/comment notifications are not being fired on MyIT/DWP?


    ANSWER:

     

    NOTE:


    SRM/ITSM notifications are not part of this troubleshooting list. That configuration is set in another Product: AR Server/Apps side of Remedy.



    Prerequisites:

    -Make sure that your SMTP ports are open on your LB, server Firewall, ACL and that your SMTP is working properly.

    -If this is a server group environment, make sure that only one server is set as master and only one has notificationPoller Enabled under connect-dwp.properties

     

      

    Primary DWP server

      

    #master.server=false
    master.server=true
    NotificationPoller.ENABLED = true

      


    Secondary DWP server
     

      

    master.server=false
    #master.server=true
    NotificationPoller.ENABLED = false

      

    -Make sure your DWP hostname has a valid ip set under the machine's host field.
    -If you are using an alias- make sure alias, loadbalancer, hostname, fqdn and ip address are correct and can be resolved correctly.
    -Confirm you have the correct server name and port under  <Tomcat 8.5>/external-conf file

      
       
    • myit.server.host = servername
    •  
    • myit.server.port = 9000
      






    CHECK LIST 



    1) First thing would be checking whether surveys are in enabled or not, per

      

    https://docs.bmc.com/docs/display/dwpadv1802/Configuring+email+notifications
    https://docs.bmc.com/docs/srm91/defining-behavior-rules-for-surveys-609065442.html

     

      


    2) Then you need to make sure that under connect.properties ( MyIT/DWP external conf folder)  you have the right SMTP settings:
         Here's an example.

      
       

    smtp.host=mailhost.calbro.com //for gmail use: smtp.gmail.com
    smtp.port=25
    smtp.account=dwp@calbro.com
    smtp.pwd=calpass

      
      


    --This change requires a Tomcat Restart--

    3) Also, there are some cases, on which having the wrong inApp and PushNotifications settings can interfere with this functionality.

     

      

    Under connect.properties, add the below:

    pushNotificationFeature.enabled=false    ## This will disable APNS notifications, you need to disable this if you have not done the APP Resign Process. In case you have them, set  this value to true.
    inAppNotificationFeature.enabled=true

      


    This change requires a Tomcat Restart

    4) Go to
    http://YourDWPServer:9000/ux/admin/configuration/email.html or http://YourDWPServer:9000/dwp/admin/configuration/email.html (depending on your version)

      
       
    • Make sure you have a valid email address on the Sender field

    •  
    • On the backend URL, make sure that you have  http:server:port OR if you have a custom URL/alias, it should look like this:

      

            http://sendmysurvey.com:9000/ux or
           http://sendmysurvey.com:9000/dwp


    If you do any updates on this, restart the DWP Tomcat,too.

      

     

      

    5) Edit JVM Settings for you MyIT Tomcat.  Having low memory values will prevent notifications from going out. Minimum recommeded is 6144m, Initial and Maximum values should always match.

      

     

         
        
      
        
      
      6) After that you should be able to get surveys.
      
       

     

       

     DEBUG | c.b.b.m.s.n.EmailNotificationServiceImpl | Email with subject xxxxxx was successfully sent to user to someone@sendsurvey.com

       


    You can also do a search on srmSurvey and it will show whether the survey was created/sent or not.


    7) Make sure you have these two files 

     

       
        
    •      
           BMCiOSAPNSMyITMobile.p12   
    •   
    •      
           BMCiOSAPNDsmDwp.p12   
    •  
       

                    Under:

       
        
    •      
           <Tomcat 8.5>/external-conf   
    •   
    •      
           <DWP Install Direcotory>/DWP/DWP/dwp/WEB-INF/classes/certification/   
    •  
       



    8) If you still face issues after doing all of the above, then collect UX/DWP on debug log and contact BMC support, please.

       

         https://communities.bmc.com/docs/DOC-49156
     

      

     


    Article Number:

    000162833


    Article Type:

    FAQ/Procedural



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