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:

    18.05 and beyond



    QUESTION:

    What do I need to check when surveys/email/comment notifications are not being fired up in 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.

     

      

    Firs steps.

      
        
      
      Bell Notifications
      
     
      - Check social connector is defined in server.xml 
      
      
      <Connector address="127.0.0.1"
                     connectionTimeout="20000"
                     port="9002"
                     protocol="HTTP/1.1"
                     server=""/>
      
     
     
      - Social port and host name are correctly defined in connect-dwp.properties 
      
      
      social.server.protocol = http  
    social.server.host = localhost  
    social.server.port = 9002  
    social.user.autocreate = false 
      
     
     
      - Social port defined in connect-dwp.properties must be the same in both config files

    - Social port not being blocked by firewall
     
     
     
      -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

      


    Rest of DWP servers
     

      

    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.


    -  Restart DWP Tomcat if any changes
     

      
      Surveys 
     
    -Make sure surveys are configured. 
      

    https://docs.bmc.com/docs/display/dwpadv1802/Configuring+email+notifications

    https://docs.bmc.com/docs/srm91/defining-behavior-rules-for-surveys-609065442.html

      


    - Then you need to make sure that under connect.properties ( 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

    if you are using Google SMTP
    Make sure you have this

    mail.smtp.ssl.enable=true and using port 465

       


    - Go to  http://YourDWPServer:9000/dwp/admin/configuration/email.html
     

      
      
       
    • 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/dwp

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

      

     

      

    - 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.

      

     

         
     
      
       - Please check if AR server(s) and DWP server(s) have the same Data/Time configured so they all are in sync.


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

     


    Article Number:

    000162833


    Article Type:

    FAQ/Procedural



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