New behavior for Manual Notification on Groups in CA Service Desk Manager (CA SDM) 14.1

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Article ID: 4587

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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

When performing a manual notify to a group which has members, those members have email addresses and they have the notification flag turned on in the group definition BUT the group definition does NOT have an email address.

The manual notification will NOT send an email and an error message indicating the group does not have an email address is displayed.

The system shows a pop up message:

Email id does not exist for the user(s): [xxxxx]

Cause

Due to recent enhancements within the CA SDM manual notification code.

Environment

CA Service Desk Manager 14.1.01 (CUM#1) and higher

Resolution

It is a new enhancement for manual notifications requiring email address. 

Since the CA SDM Group record does not have an email address, enter a 'dummy' email address in the Group detail page. 

 

Additional Information

Here is the community discussion about this problem. 

https://communities.ca.com/message/241846236