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BMC Service Request Management
SRM / ITSM
STEPS TO REPRODUCE:
Submit a Service Request which creates an incident.
Some end users are receiving 10000+ emails
Example: Wok info notification, Assignment notification, Incident creation notification.
End users should receive single notification.
Note - All users are not receiving same notifications multiple times.
When investigating the logs there was a Roll back Transaction and CAI:Events was trying to re-process the request multiple times resulting multiple email notifications.
Steps to be performed:
a) Open pluginsvr_config.xml which can be found under folder C:\Program Files\BMC Software\ARSystem\pluginsvr.
b) Under the section for the plugin name REMEDY.ARF.CAI confirm the value set for the max_params_retries parameter.
c) If the value is 300 then reset to 3
a) Perform the above changes in all the AR Servers if in a server group.
b) Re-start ALL the AR Services after making the changes.
c) Take back-up of the original pluginsvr_config.xml file before making any changes.
Apply the hot fix as per the defect SW00526711 (ROLLBACK TRANSACTION). You need to contact BMC Customer Support for the hotfix.