Error: " [RequestEmailAction] Request Email Action failed. From email address is null... cannot send notification.. contact your administrator"

Products

• CA Service Catalog
• CA Service Management - Service Desk Manager

Issue/Introduction

The following error appears in error.log and view.log when sending emails in Service Catalog:

[Rule Action Executor-3] [RequestEmailAction] Request Email Action failed. From email address is null... cannot send notification.. contact your administrator
com.ca.usm.billing.AccountManager.SendException: From email address is null... cannot send notification.. contact your administrator
at com.ca.usm.billing.ServiceManager.EmailRequest.getMailData(EmailRequest.java:737)
at com.ca.usm.soap.services.RequestServiceImplUtil.sendRequestEmail(RequestServiceImplUtil.java:791)
at com.ca.usm.ruleEngine.action.RequestEmailAction.sendEmail(RequestEmailAction.java:486)
at com.ca.usm.ruleEngine.action.RequestEmailAction.run(RequestEmailAction.java:114)
at com.ca.usm.ruleEngine.receiver.RuleActionExecutor.executeAction(RuleActionExecutor.java:60)
at com.ca.usm.ruleEngine.receiver.RuleActionExecutor.run(RuleActionExecutor.java:30)
at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)

Environment

Service Catalog 17.x

Cause

The Request Email: From Address does not have a valid email address set

Resolution

1) Log into Service Catalog as Service Delivery Administrator

2) Catalog > Configuration > Options > Request Management Configuration > Locate "Request Email: From Address"

3) Click on edit icon and put a valid email address

4) Ensure the Mail Server configuration is set correctly. See the following link for further details about Mail Server: