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SCSM2012 is not sending out any emails RRS feed

  • Question

  • I have set up SCSM 2012 is a lab environment and is successfully connected(via connectors) to our AD and Exchange environments.  I can submit issues via email and followed all config steps to configure notifications and subscriptions and no email is coming out.  I have looked in the Event Viewer Operations Manager Log file and do not see any error/warnings.

    Any ideas where else to look for the problem?

    Thanks in advance.

    Wednesday, December 4, 2013 6:26 PM

All replies

  • Outbound emails are not handled by the connectors, they only listen.  You need to configure Channels under Notifications on the Administration pane.  There should be an 'E-Mail Notification Channel' listed.
    Wednesday, December 4, 2013 6:46 PM
  • There is and it is connected to our exchange2010 server.
    Wednesday, December 4, 2013 7:47 PM
  • Hey

    1. Is your SCSM Workflow Server allowed to send mails using the configured Mailserver (Relaying, Authentication)? Check that with your Messaging Team and by using Telnet.

    2. What does the Workflow Status say? Check Administration\Workflow\Status, look for your subscription name, check both the instances tabs at the bottom to see if the workflow triggered or had some issues.

    Cheers
    Marcel


    Marcel Zehner // Blog --> http://marcelzehner.ch // Twitter --> @marcelzehner // Business --> http://www.itnetx.ch

    Wednesday, December 4, 2013 8:00 PM
  • Hey

    1. Is your SCSM Workflow Server allowed to send mails using the configured Mailserver (Relaying, Authentication)? Check that with your Messaging Team and by using Telnet. Yes and it was tested.

    2. What does the Workflow Status say? Check Administration\Workflow\Status, look for your subscription name, check both the instances tabs at the bottom to see if the workflow triggered or had some issues. It came back with a status of succeeded.

    Cheers
    Marcel


    Marcel Zehner // Blog --> http://marcelzehner.ch // Twitter --> @marcelzehner // Business --> http://www.itnetx.ch

    I think the problem is the email notification subscription and my understanding of it.  I assumed that any users of SCSM had to be subscribed to get notifications of their submitted incidents so I had added the domain group for all our users, that failed.  As a test I edited the subscription and added the names of users on my team and then emails went to not only to the submitter but everyone else as well.
    Tuesday, December 10, 2013 6:47 PM
  • Hey

    This is what you should do:

    1. Create a Notification Template that contains the Text for "Affected Users" when a new SR is created

    2. Create a Subscription that triggers when a new SR is created. Send a mail to the Affected User and select the Notification Template from step 1

    3. Make sure your affected Users have their SMTP addresses synched to the CMDB (Check on User CI, Notification)

    That shoud do the trick ...

    Cheers
    Marcel


    Marcel Zehner // Blog --> http://marcelzehner.ch // Twitter --> @marcelzehner // Business --> http://www.itnetx.ch

    Wednesday, December 11, 2013 10:30 PM