Support Automation email link is not received by end user
Article ID: 128036
Updated On:
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.
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.
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