Agile Central - Troubleshooting Email Notifications

Document ID : KB000047858
Last Modified Date : 19/09/2018
Show Technical Document Details
Issue:
Notifications emails from CA Agile Central can be initiated as part of several different processes, but each will come from the same address.

Email messages will be generated from CA Agile Central for the following actions:
  • Creating a new user will send them a "Welcome" email with a URL, username and instructions for accessing CA Agile Central.
  • Using the "Forgot your password" link or having an administrator choose this option while editing a user will send an email containing a URL that allows the selection of a new password.
  • Setting up a notification rule to alert you of particular changes that are made to work products will send an email summarizing those updates as they are made.
Resolution:

Spam

Currently all notifications for our SaaS based customers come from the address CA Agile Central Notification [do-not-reply@rallydev.com]. To ensure that email is properly delivered, have your IT group either enable SPF verification (preferred), or whitelist the following IP addresses for CA Agile Central email notifications:
  • 63.150.172.13
  • 63.146.121.13

Be sure to check the junk/spam mail folder and any spam filters for this account to make sure that these emails aren't being misfiled, filtered or blocked.

On-Premises customers will need to obtain these details from their CA Agile Central administrator.
 

Email Security Service

Some companies subscribe to an email security service which requires email directory synchronization between the corporate email servers and the service provider.  If emails are failing to be delivered from an outside email service such as GMail, then this may be the cause and you will need to work with your IT department to ensure that the synchronization is occurring as expected.  A work around for this is to set the user's email address to an outside email address provided by a third party such as GMail, or Yahoo.

Email Server Delays

It is possible that delays can be introduced by mail server delays in your corporate network.  Sometimes there are additional mail server hops that may be spooling messages slower than usual due to a high level of activity.  These delays can be discovered by examining the headers of the email once it has been received.
 

User Settings

Each user can choose to enable or disable notification functionality by navigating to Setup > Profile > Edit Profile. The "Email Notifications" field must be set to Yes to prevent any issues with receiving notification emails from CA Agile Central. The default setting for this field on all new users is No.

While editing your profile, be sure that the email address associated with your account is entered correctly. This value is separate from the username you use to access CA Agile Central and can be different.
 

Subscription settings

Subscription administrators can also choose to enable or disable email functionality across the entire subscription by going to Setup > Subscription > Actions > Edit Subscription and either checking or unchecking the "Email Functionality" field. This option must be set to True to prevent any issues with receiving notification emails from CA Agile Central. The default setting for all new subscriptions is True.
Additional Information:
As always, you are welcome to open a case to request assistance in troubleshooting email issues.

Support is able to search email logs to see if the email left our system successfully or not.  In order to search logs, we will need the following:
  • A precise time with timezone that you initiated an action which would have generated the email
  • The email address to which the email is destined
Support is not able make any determinations based on logs regarding what occurred to the email once it has been handed off to your email servers.  If an email is delayed, support will need a copy of the email attached to the case so that we can investigate headers to determine the amount of time that the email spent being relayed to your inbox.