Activity Notifications are not being sent out via email with logs reporting "No response to ATTR

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Notification Rules for the Initial activity on Change tickets are not firing. stdlog files are showing numerous errors like the below.

ERROR attr.c 6369 Error in ATTR_INIT trigger html_attr_init for notify_msg_body_html_real: AHD04508:Time-out in Trigger html_attr_init

ERROR pcexec.c 6500 Spell interp failed at chgalg.spl:474:chgalg::post_ci_notify: get_attr on notify_msg_body_html_real failed: AHD04508:Time-out in Trigger html_attr_init WOBO

ERROR attr.c 6535 No response to ATTR_INIT trigger html_attr_init (1 time) after 30 seconds; waiting another 60 seconds

...

ERROR attr.c 6535 No response to ATTR_INIT trigger html_attr_init (4 time) after 240 seconds; waiting another 480 seconds

Environment

Release : 14.1 and higher

Component : SERVICE DESK MANAGER

Cause

Associated content from another source is being improperly referenced.

In one such example, the Initial Notification message template had a reference in the HTML code to an attachment defined as "<img src="RepId=doc_rep:1000&AttmntId=123456&Bpsid=0">"

This attachment did not exist in the Attachment / attmnt table (id = 123456). This was caused by HTML code content being imported from one SDM installation over to the affected SDM installation.

Resolution

In the above instance, the CO Notification template was edited to remove the reference.