A Manual Notification is not received

Products

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

Issue/Introduction

A user that is logged into CA Service Desk Manager attempts to send an email notification to a user that does not log into CA Service Desk Manager.  The user does not receive the notification. 

The problem occurs when the option to make the notification visible to internal contacts only is specified.

Steps to Reproduce:

1. Log into the CA Service Desk Manager via the web browser GUI.
2. View an Incident.
3. From the menu bar at the top of the "Incident Detail" form, click "Activities" and select "Manual Notify...".
4. From the resulting "Manual Notification for Incident" form, add the target Contact to the list of "Selected Recipients".
5. Click inside the checkbox that is labeled "Internal?" such that a tick appears in the checkbox.
6. Click on the "Notify" button.

Environment

CA Service Desk Manager 17.1 and higher.

Cause

The symptoms can occur when the notification is an "Internal" manual notification.

That is when the option to make the notification visible to internal contacts only is specified.

The contact record of the user who intended to receive the notification is incomplete.

Resolution

Complete the contact record of the Recipient by completing the contact record for that user.  That is, enter an  Access Type, Contact Type, Data Partition, and User ID.  In particular, the Access Type is critical and it "must" be set - this is because it contains the "Receive Internal Notification" field that CA SDM checks to determine whether or not an internal notification is allowed to be received by the user/contact.