12 Replies Latest reply on Jul 26, 2019 2:42 AM by Arulaln Rajendran

    Alternate Approval Email Notification

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      Hi,

       

      Does anyone know how Alaternate Email Notification will be sent in Remedy.

       

      I have configured AP:Notification to send notification to Notification List. But this does field not have any value in it. In the filter also its created Notification List. However I do not know which workflow will send notification to alternate approver.

       

      I want to change subject of the email to which is being sent to alternate approver. How to achieve this?

       

      Regards,

       

      Prashanth B L

        • 1. Re: Alternate Approval Email Notification
          Sidhdesh Punaskar

          Take a look at below approval logs.

           

          Bob is alternate approver for Allen

           

          I have highlighted imported lines.

           

          <APPR> [Wed Dec 23 01:36:40.003] [Thread 1] DEBUG - Process next approver rule  Change Level CI-IA - Review - Get Next Approver

          <APPR> [Wed Dec 23 01:36:40.005] [Thread 1] DEBUG - Qualification: 'Temp Char 1' != $\NULL$

          <APPR> [Wed Dec 23 01:36:40.005] [Thread 1] DEBUG - Case-AR Datatype:4 Left value:APD000000000407 Right Value:null

          <APPR> [Wed Dec 23 01:36:40.005] [Thread 1] DEBUG - AR_DATA_TYPE_DISPLAY: true:= APD000000000407, null

          <APPR> [Wed Dec 23 01:36:40.005] [Thread 1] DEBUG - --> Run If passed -- perform set of next approver list for this rule

          <APPR> [Wed Dec 23 01:36:40.006] [Thread 1] DEBUG - Qualification: ('Assignment Availability' = "Yes") AND (('Approval Risk Level' < $Risk Level$) OR ('Approval Risk Level' = $\NULL$)) AND ('Infrastructure Change ID' = $Infrastructure Change ID$) AND ('Approval Definition ID' = $Temp Char 1$)

          <APPR> [Wed Dec 23 01:36:40.036] [Thread 1] DEBUG - Number of Record(s) matched on schema CHG:Change-ImpactedAreasCIAssociation_outer_ApproverLookup are : 1

          <APPR> [Wed Dec 23 01:36:40.072] [Thread 1] DEBUG - Current Level in AP:Detail is : -1

          <APPR> [Wed Dec 23 01:36:40.072] [Thread 1] DEBUG - Setting best Next Level for [Thread 1] to 0

          <APPR> [Wed Dec 23 01:36:40.072] [Thread 1] DEBUG - Final best Next Level for [Thread 1] = 0

          <APPR> [Wed Dec 23 01:36:40.074] [Thread 1] DEBUG - Next Approvers (13005) = Allen

          <APPR> [Wed Dec 23 01:36:40.075] [Thread 1] DEBUG - Level (13003) = 0

          <APPR> [Wed Dec 23 01:36:40.076] [Thread 1] DEBUG - Done processing of set fields operation

          <APPR> [Wed Dec 23 01:36:40.081] [Thread 1] DEBUG - Check valid user rules

          <APPR> [Wed Dec 23 01:36:40.081] [Thread 1] DEBUG - * Process option set to not validate user so no work needed

          <APPR> [Wed Dec 23 01:36:40.084] [Thread 1] DEBUG - Expanding roles for approver(s):  Allen

          <APPR> [Wed Dec 23 01:36:40.093] [Thread 1] DEBUG - Create a new Signature Line record

          <APPR> [Wed Dec 23 01:36:40.096] [Thread 1] INFO  - Getting a list of altenate approvers

          <APPR> [Wed Dec 23 01:36:40.096] [Thread 1] DEBUG - Getting alternates for approver(s):  Allen

          <APPR> [Wed Dec 23 01:36:40.098] [Thread 1] DEBUG - Found alternate(s) including -  Bob;

          <APPR> [Wed Dec 23 01:36:40.098] [Thread 1] INFO  - Alternates found, appending the alternates list to final approvers list

          <APPR> [Wed Dec 23 01:36:40.103] [Thread 1] INFO  - Process Owner found, appending the process owner list to final approvers list

          <APPR> [Wed Dec 23 01:36:40.124] [Thread 1] DEBUG - created new signature line entry with ID  000000000000229

          <APPR> [Wed Dec 23 01:36:40.128] [Thread 1] DEBUG - Prepare notification for  New Signature

          <APPR> [Wed Dec 23 01:36:40.129] [Thread 1] INFO  - Associate Schema is : CHG:Infrastructure Change

          <APPR> [Wed Dec 23 01:36:40.129] [Thread 1] INFO  - Join schema has primary schema : AP-Sample:Lunch Scheduler

          <APPR> [Wed Dec 23 01:36:40.129] [Thread 1] INFO  - Associate Schema is : CHG:Infrastructure Change

          <APPR> [Wed Dec 23 01:36:40.129] [Thread 1] INFO  - Join schema has primary schema : AP-Sample2:Get Agreement

          <APPR> [Wed Dec 23 01:36:40.129] [Thread 1] INFO  - Associate Schema is : CHG:Infrastructure Change

          <APPR> [Wed Dec 23 01:36:40.130] [Thread 1] INFO  - Join schema has primary schema : AST:PurchaseRequisition

          <APPR> [Wed Dec 23 01:36:40.130] [Thread 1] INFO  - Associate Schema is : CHG:Infrastructure Change

          <APPR> [Wed Dec 23 01:36:40.130] [Thread 1] INFO  - Join schema has primary schema : CHG:Infrastructure Change

          <APPR> [Wed Dec 23 01:36:40.130] [Thread 1] INFO  - Setting Join Schema : CHG:ChangeAPDetailSignature

          <APPR> [Wed Dec 23 01:36:40.130] [Thread 1] DEBUG - Getting alternates for approver(s):  Allen

          <APPR> [Wed Dec 23 01:36:40.131] [Thread 1] DEBUG - Found alternate(s) including -  Bob;

          <APPR> [Wed Dec 23 01:36:40.131] [Thread 1] DEBUG - Notification List(13276) = Allen

          Bob

           

          <APPR> [Wed Dec 23 01:36:42.502] [Thread 1] DEBUG - Sent to  Allen;Bob;


          Sidhdesh

          • 2. Re: Alternate Approval Email Notification

            Hi Sidhdesh,

             

            Approval logs does not show me which filter is notifying. Hence cannot get any help from that.

             

            Regards,

             

            Prashanth B L

            • 3. Re: Alternate Approval Email Notification
              Sidhdesh Punaskar

              There isnt any filter which generate the notification list or sent separate email to alternate approvers.

               

              If you see in the approval debug logs.

               

              Approver server identifies the list of approvers.

              Expanding roles for approver(s):  Allen

              Create a new Signature Line record

               

              Then identifies the alternate approver

              Getting alternates for approver(s):  Allen

              Found alternate(s) including -  Bob;


              Prepare notification list which includes alternate signatures along with actual approvers and eliminating duplicate approvers

              Notification List(13276) = Allen;Bob

               


              Then sending the approver notification

              Sent to  Allen;Bob;

               

              At this moment, APNotify-000xxx filter will send the notification to Notification List.

               

              I hope this explains the situation.

               

              Sidhdesh

               

               

               

               


              • 4. Re: Alternate Approval Email Notification

                Hi Sidhdesh,

                 

                I understood the concept, however my main requirement is to send a separate

                email with different subject for alternate approvers.

                 

                Regards,

                 

                Prashanth B L

                On 24-Dec-2015 1:20 pm, "Sidhdesh Punaskar" <forums@developer.bmc.com>

                • 5. Re: Alternate Approval Email Notification
                  Sidhdesh Punaskar

                  not possible with current design of approval server.

                  • 6. Re: Alternate Approval Email Notification
                    Arulaln Rajendran

                    Hi Sidhdesh,

                    In our environment 9.1.04, we have created an entry for Alternate Approver. Notification email is not sent to Alternate approver, it was sent only to the approver. When checked the logs below is what we found eventhough we have alternate approver in place.

                     

                     

                    I have enabled the approval debug log.

                    • 7. Re: Alternate Approval Email Notification
                      Arulaln Rajendran

                      Hi Sidhdesh,

                       

                      Missed to attach the approval log,

                      If you notice the logs there were no alternate approver for arul. But in the system i have enabled alternate approver with Notify Alternate as Yes. Could you please help me here with it.

                       

                       

                      <APPR> <TNAME: Thread-2                 > <DEBUG> <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0079  */ Getting

                      alternates for approver(s):  arul

                      <APPR> <TNAME: Thread-2                 > <DEBUG> <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0079  */ No

                      alternates defined for this approver list

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0079  */

                      Alternates found, appending the alternates list to final approvers

                      list

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0079  */ Process

                      Owner found, appending the process owner list to final approvers list

                      <APPR> <TNAME: Thread-2                 > <DEBUG> <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0188  */ created

                      new signature line entry with ID  000000000002725

                      <APPR> <TNAME: pool-10-thread-1         > <INFO >

                      <ApplicationPendingListener                        > <

                                                       ?:?         > /* Tue Aug 14 2018

                      11:08:51.0188  */ Application Pending message received, Approval

                      Server is checking for Pending work...

                      <APPR> <TNAME: pool-10-thread-1         > <DEBUG>

                      <ApplicationTaskDistributor                        > <

                                                       ?:?         > /* Tue Aug 14 2018

                      11:08:51.0188  */ Approval Server is waiting for 5 Seconds to complete

                      execution of other tasks

                      <APPR> <TNAME: Thread-2                 > <DEBUG> <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0188  */ Prepare

                      notification for  New Signature

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Associate Schema is : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Join

                      schema has primary schema : AP-Sample:Lunch Scheduler

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Associate Schema is : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Join

                      schema has primary schema : AP-Sample2:Get Agreement

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Associate Schema is : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Join

                      schema has primary schema : AST:PurchaseRequisition

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Associate Schema is : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Join

                      schema has primary schema : CHG:Infrastructure Change

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Associate Schema is : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Join

                      schema has primary schema : IAM:Requests_AppIF

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Associate Schema is : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Join

                      schema has primary schema : RKM:KnowledgeArticleManager

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Associate Schema is : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Join

                      schema has primary schema : RMS:Release

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Associate Schema is : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Join

                      schema has primary schema : SRD:ServiceRequestDefinition

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Associate Schema is : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Join

                      schema has primary schema : SRM:Request

                      <APPR> <TNAME: Thread-2                 > <INFO > <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Setting

                      Join Schema : SRM:RequestApDetailSignature

                      <APPR> <TNAME: Thread-2                 > <DEBUG> <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ Getting

                      alternates for approver(s):  arul

                      <APPR> <TNAME: Thread-2                 > <DEBUG> <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */ No

                      alternates defined for this approver list

                      <APPR> <TNAME: Thread-2                 > <DEBUG> <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0267  */

                      Notification List(13276) = arul

                      <APPR> <TNAME: Thread-2                 > <DEBUG> <CommandHelper

                                                     > <

                                  ?:?         > /* Tue Aug 14 2018 11:08:51.0532  */ Sent to

                      arul

                      • 8. Re: Alternate Approval Email Notification
                        Arulaln Rajendran

                        Hi Team,

                         

                        Bhalchandra Deshmukh

                        Saroj Sahu

                        Shiv Manakshe

                         

                        Could you please share thoughts on the above.

                        • 9. Re: Alternate Approval Email Notification
                          Sidhdesh Punaskar

                          I think this is known issue in 9104 which we found in our environment as well. Raise a case to BMC.

                          • 10. Re: Alternate Approval Email Notification
                            Arulaln Rajendran

                            Hi Sidhdesh,

                             

                            Thanks for the comments, yes it is an defect. We have got the patch for the above issue, post applying alternate approver is receiving email notifications.

                            Regards,

                            Arulaln A R

                            • 11. Re: Alternate Approval Email Notification
                              T. D.

                              Arulaln Rajendran do you have the defect number for this?

                               

                              We have alternate approvers setup for SRM, but the alternate approver does not get notified.

                              • 12. Re: Alternate Approval Email Notification
                                Arulaln Rajendran

                                Hi T.D,

                                 

                                I moved to a different project and it is been long time, so forget the Defect number for this. You can raise an support ticket to BMC team, they will provide the hotfix with the steps need to be followed.

                                 

                                Regards,

                                Arulaln A R

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