CA Service Desk Manager (CA SDM) notification to external email not recorded in the Notification History

Document ID : KB000012108
Last Modified Date : 14/02/2018
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Introduction:

CA Service Desk Manager (CA SDM) notification to external email not recorded in the Notification History

Question:

Why when following correct steps to perform a manual notification to an external email address (email address not set in any CA SDM contact), the notification email is sent, but it is not logged in the Notification History?

 

Environment:
CA Service Desk Manager 12.9, 14.xAll Supported Platforms
Answer:

This behavior is working as designed.

The Notification History has "Recipient " as key the object for which the notifications are logged/recorded. 

For external email address, there is no CA SDM contact associated with it, which limits the log to record the email notification within the notification history.

 

Additional Information:

Create a Manual Notification - https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/notifications/create-a-manual-notification