Support Automation email link is not received by end user

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Article ID: 128036

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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.