Support Automation email link is not received by end user

Article Id: 128036

Status: Published

Updated On: 26-02-2019 21:37

Products:

SUPPORT AUTOMATION- SERVER , CA Service Desk Manager - Unified Self Service , KNOWLEDGE TOOLS , CA Service Management - Asset Portfolio Management , CA Service Management - Service Desk Manager

Issue/Introduction:

End users are not receiving an email link for a remote session request from CA Support Automation.

This was working fine, but stopped two days ago.

Environment:

ITSM with Support Automation

Resolution:

The "pdm_mail_nxd" process was not running.

This process was restarted, and the Support Automation Notifications started sending again.
(Restarting the CA Service Desk Manager Service includes a restart of all processes.)

Possibly these errors from the stdlogs are related:

02/20 16:54:21.05 MY_SERVER pdm_d_mgr 5232 SIGNIFICANT daemon_obj.c 1798 Transient process (pdm_mail_nxd_f) finished with return (-1)

02/20 16:54:21.05 MY_SERVER pdm_d_mgr 5232 ERROR daemon_obj.c 1912 Max restarts attempted for pdm_mail_nxd You may reset the count by running pdm_d_refresh from the command line.