Multiple Email notification sent for Service Request and Incident.

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    PRODUCT:

    BMC Service Request Management


    APPLIES TO:

    SRM / ITSM



    PROBLEM:

    SRM 9.1.02

    STEPS TO REPRODUCE:

    Submit a Service Request which creates an incident.

    ACTUAL RESULTS:

    Some end users are receiving 10000+ emails
    Example: Wok info notification, Assignment notification, Incident creation notification.

    EXPECTED RESULTS:

    End users should receive single notification.

    Note - All users are not receiving same notifications multiple times.


    SOLUTION:

    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

    Note:
    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.
     


    Article Number:

    000135362


    Article Type:

    Solutions to a Product Problem



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