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firstcom

Service Manager not sending email notifications

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We have Service Manager installed and configured to send email notifications when tickets are placed or updated. We also have it emailing for high priority tickets.

 

At random, usually about every 1 to 2 weeks or so, these notifications stop getting sent. Once we reboot the server, it "catches up" and flushes out all pending emails and notifications.

Does anyone know why this would happen?

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Hi FirstCom,

 

Quick question. Do you use SCOM? If so, can you test using the same SMTP configuration, and see if the same issue occurs? That will tell you if it's an issue with SCSM or the Exchange connector/load.

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Hi! Sorry for the delay in getting back. We do not use SCOM at all. Just SCCM and SCSM. For SCCM we do not use notifications of any kind, either.

 

 

Hi FirstCom,

 

Quick question. Do you use SCOM? If so, can you test using the same SMTP configuration, and see if the same issue occurs? That will tell you if it's an issue with SCSM or the Exchange connector/load.

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Is there any Exchange/SMTP event logs that show there were issues around the same time? And, is the actual time consistent or random? For example, the issue occurs sever few weeks, but always at 2:00 AM?

 

Further, your original post stated: Once we reboot the server, it "catches up" and flushes out all pending emails and notifications

 

Which server do you reboot? The SCSM server, or the Exchange server? Also, what version of Service Manager are you running, and have you installed that latest Update Rollup?

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I'll have to look into the roll-up to see if that has been applied, as well as Exchange logs... I did check event logs on the Service Manager server and didn't see anything that stood out. I haven't checked Exchange yet because it seems to be Service Manager related - it's the only thing we've had trouble with email-wise, and it catches up upon rebooting the Service Manager server. Timing doesn't seem to be consistent, but it does seem to last a good week or so upon each reboot.

 

Is there any Exchange/SMTP event logs that show there were issues around the same time? And, is the actual time consistent or random? For example, the issue occurs sever few weeks, but always at 2:00 AM?

 

Further, your original post stated: Once we reboot the server, it "catches up" and flushes out all pending emails and notifications

 

Which server do you reboot? The SCSM server, or the Exchange server? Also, what version of Service Manager are you running, and have you installed that latest Update Rollup?

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