How to stop email messages in the stdlog, of the forms ?No notification method? or ?Email address is not set.?

Document ID : KB000033653
Last Modified Date : 14/02/2018
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Symptoms

Warning messages appear in the NX_ROOT/logs/stdlog.n files after attempting to send Notifications from CA Service Desk Manager. 

This TECDOC is related to the message/error in the STDLOGs and does not address the messages in the ticket's Activity Logs. 

There are two new features in CA SDM 14.1. 

  • Notification Failures Logged in Ticket Activity Logs
  • Manual Notify Check to Verify Email Address

The new feature of updating the Activity Log is not affected by these log variables by design. Please see the CA Communities post at the bottom of the Additional Information section for further details.

Message “No notification method”

Example from STDLOG:

MY_SERVER  spelsrvr             3660 SIGNIFICANT  cnt.spl               1147 AHD05376:The 'Lyst, Anna 'contact did not receive a notification - no notification method specified for level Normal.

Example – from web client “Notification History:”

AHD05341:Warning! This contact did not receive a notification - no notification method specified for level Normal.

Message “Email address is not set.”

Example from STDLOG:

MY_SERVER  bpnotify_nxd         5760 ERROR        pdm_mail_common.c     1346 Email address is not set. Email Subject(Incident 10137 Adjust Impact Urgency) Message(AHD05341:Warning!  This contact did not receive a notification - no notification method specified for level Normal.  Message: Incident 10137 Adjust Impact Urgency. Assigned to: Administrator Customer: Lyst, Anna  Description: Anna does not have a Notification Method or Email Address specified against her Contact record yet. . . <See attachment  No email or notification method.txt for full details>

Note that there may be variations in the surrounding text in both of these messages.

Steps to Reproduce

1.       Send a Notification to a CA SDM contact without either a Notification Method and/or an Email address

2.       The above messages are noted in the STDLOG

Business Impact

  • CA SDM users may not be receiving Notifications that you expect them to be receiving

  • In severe cases, the logs may be flooded with irrelevant Notification messages and obscure more important messages

Environment

These messages can only occur in CA Service Desk Manager environments that have Notifications configured

Cause

These messages occur when specific success conditions for sending the Notification are not met.

Message “No notification method”

A Notification Method has not been specified against the recipient’s Contact Record.

Valid values to prevent this message are:

  • Email
  • Notification
  • Pager_Email
  • SMS
  • Or any other configured Notification Method

 A value of "<Empty>" will trigger the message.

Message "Email address is not set."

The Contact is missing an email address.

Both examples are shown here:

Anna Lyst 02b - No email or notification method - HIGHLIGHTED.png

Resolution

Use any of the following methods to help minimize or avoid these errors.

It is recommended that you work your way through the list from top to bottom, in terms of benefit.

These methods are not mutually exclusive, but act together.

  • Methods (1) to (3) are to correct data at the source

  • Method (4) prevents log messages from writing

Method 1 – Populate valid notification data

Both messages may be prevented by completing the notification data that is missing.

Review your system to confirm that all CA SDM contacts who are expected to receive Notifications have the appropriate setup.

Tips:

  • It is recommended that notification data is populated when creating the Contact record, where possible

  • It may help to periodically report against the above fields, to identify missing/incorrect data

  • Minor changes may be corrected through the client interface. Mass changes may be better handled by other means, such as a SQL command to populate all Notification Methods with defaults. The latter lies outside of scope for CA Support to provide assistance

Method 2 – Avoid notifications to Contacts without valid data

These messages are only triggered when a Notification is called against a CA SDM contact without the required data.

Avoiding sending notifications to CA SDM contacts without details will not only avoid the log messages, but prevent needless activity on the system.

Review your system to ensure that Notification rules are targeted to valid CA SDM contacts. 

Method 3 – Populate dummy data

Sometimes it is unavoidable that a CA SDM contact will be created without valid Notification details (Method 1). Further, that a generic Notification rule will attempt to send a notification to these CA SDM contacts (Method 2).

The most common example where this may occur are “Group” Contacts.

It may be possible to populate dummy values in this case.

  • Notification Method – specify (or create) a value that you are not using, such as “SMS” or “Pager_Email” if all of your Notifications use Email.

  • Email Address – specify a real, dummy email address. Ask your email administrator to construct an email address where everything is automatically destroyed after 24 hours. WARNING: Avoid specifying an invalid email address, otherwise you may receive other error messages when the email fails.

Method 4 – Suppress log messages

You may suppress the messages that are written to the STDLOG. This creates a cleaner log file  and may be the only solution if you cannot employ Methods (1) to (3) above effectively.

The background is provided first, with the method provided at "To enable these variables with pdm_options_mgr command" section.

WARNING: You must be confident that the CA SDM contacts mentioned in the STDLOG messages should not be receiving valid notifications. 

If you need to diagnose mail notification issues, you may need to re-enable the logging. 

It is preferable to employ Methods (1) to (3) where possible, as they address the underlying data.

Method (4) changes the writing of log messages only.

There are two variables contained within the NX.env file that control Notification message writing to the STDLOGs.

NX_SKIP_NO_NOTIFICATION_LOG

NX_SKIP_NO_EMAIL_NOTIFICATION_LOG

They should be set with “pdm_options_mgr” to ensure that both the NX.env and its associated template file are updated.  These steps are detailed below.

If you have multiple servers, the pdm_options_mgr command should be run on those as well to ensure that all files are aligned.  This change requires a recycle of CA Service Desk services to invoke the change.

TIP: Test all changes in a non-production environment first. 

Message “No notification method”

This is controlled by “@NX_SKIP_NO_NOTIFICATION_LOG.”  Setting a value of “1” will suppress the warning message in the STDLOG.

End state of the NX.env:

# set to 1 to skip the log message when system attempts to send a notification to a contact with no method set.

@NX_SKIP_NO_NOTIFICATION_LOG=1

This value only impacts the writing of the message to the STDLOG. The message written to the ticket in the web client “Notification History” will remain.

Message “Email address is not set.”

This is controlled by “NX_SKIP_NO_EMAIL_NOTIFICATION_LOG”.  Setting a value of “1” will suppress writing the error message to the STDLOG:

End state of the NX.env:

# set to 1 to skip the log message when system attempts to send an email notification to a contact with no email address set.

@NX_SKIP_NO_EMAIL_NOTIFICATION_LOG=1

 This value impacts the writing of the message to the STDLOG and to the ticket's “Notification History.”

 The effect of both variables on the Notification History can be seen in the following screenshot.

  • The red boxed entry at “02:03pm” had both the variables enabled.

  • The green boxed entry at “02:15pm” had both variables disabled.

 Anna Lyst 03b - Message suppression in interface.png

To enable these variables with the 'pdm_options_mgr' command

1. Run the following command on all CA Service Desk Manager servers:

pdm_options_mgr -c -s SKIP_NO_NOTIFICATION_LOG -v 1 -a pdm_option.inst
pdm_options_mgr -c -s SKIP_NO_NOTIFICATION_LOG -v 1 -a pdm_option.inst -t

pdm_options_mgr -c -s SKIP_NO_EMAIL_NOTIFICATION_LOG -v 1 -a pdm_option.inst
pdm_options_mgr -c -s SKIP_NO_EMAIL_NOTIFICATION_LOG -v 1 -a pdm_option.inst -t

2. Recycle CA Service Desk Manager Services.

3. Test.  

Additional Information:  

CA Service Management - 14.1 documentation: Contacts and Install/Uninstall Options Manager Options

CA Communities post about "Email Address Not Found" in Activities Log. 

File Attachments:
TEC1268396.zip