All Software Portal emails stop being sent, no emails received for the Portal

Products

• Software Management Solution

Issue/Introduction

If option [Send an email when the request state changes] is disabled it will stop all email notification even if user enables it when attempts to do Request Unlisted Software.
Software Portal - Disabled option in user profile [Send an email when the request state changes] stops all email notifications even if option enabled during manual requests.

Cause

Defect

Resolution

Software Portal UserProfile email settings located in Altiris.SoftwarePortal.Resources.UserConfigurationItem residing in Item table in a State.

*NOTE: If you are uncomfortable working through the SQL below, please contact Symantec Support for assistance.

To enable/disable 'Send an email when the request state changes' option for particular user find its corresponding UserConfigurationItem and update it's State accordingly.

 

Example:

1. Find all users and their UserConfigurationItem  as well as State by running this query:
   -------------
SELECT vi.Name,
ir.ParentItemGuid AS UserConfigurationItem,
i.Name,
i.State
FROM ItemReference ir
INNER JOIN vItem vi
ON vi.Guid = ir.ChildItemGuid
INNER JOIN Item i
ON i.Guid = ir.ParentItemGuid
WHERE ir.Hint = 'userconfigitem to portaluser'
-------------------
2. Pick State of user you want to update and change True/False values accordingly (node names are self-explanatory)
   <item>    <StatusChangeNotification>False</StatusChangeNotification>    <CommentsAdded>True</CommentsAdded>  </item>
3. Update Item table with this query:
   ---------
UPDATE Item
SET State = '<item>    <StatusChangeNotification>True</StatusChangeNotification>    <CommentsAdded>True</CommentsAdded>  </item>' ---or insert your modified state between apostrophes
WHERE Guid = 'AE8A9FD8-E8AA-48A6-9BE3-EC2FED7D6D8D' --!!!!Use UserConfigurationItem Guid from the result above
----------

Note that it will have immediate effect, but User Software Portal UI will show cached State unless IIS is restarted

 

Another exmaple sets ALL user profiles with all email options enabled:

---------------

UPDATE Item

SET STATE = '<item>    <StatusChangeNotification>True</StatusChangeNotification>    <CommentsAdded>True</CommentsAdded>  </item>'

WHERE Guid IN (

SELECT Guid

FROM ItemClass

WHERE ClassGuid = '40C4D1AC-D471-4E1D-99CA-879AB5BF7DD4'

)

---------------

 

Applies To

SWM  7.1.2, 7.5