Support Automation email link is not received by end user


Article ID: 128036


Updated On:


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


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.


ITSM with Support Automation


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.