What can cause a lack of notification log materials?

Document ID : KB000005344
Last Modified Date : 14/02/2018
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Issue:

Sometimes the ‘Notification History…’ available in ‘View’ menubar inside the Incident detail page, shows not at all or only few notifications and not all the ones really sent out. 

Environment:
CA Service Desk Manager 12.9CA Service Desk Manager 14.1
Cause:

The problem could be due to the 'log_all_notify' option not installed. 

Resolution:

To install the 'log_all_notify' option:

1. go in Administration tab, Options Manager, Notification and verify what is the status for the ‘log_all_notify’ option

2. if it is not installed, click on the option, click on 'Edit', click on 'Install'

Additional Information:

It could be relevant to verify what is the content of the db in reference to the notifications.

To do that, a query can be run on the ‘not_log’ table, the table containing all the notifications.

 

1. via SQLServer Management studio, find the persid of the incident being evaluated:

    select persid from call_req where ref_num = '<incident_number>'

    where <incident number> is the reference number (ref_num) of the incident displayed in Service Desk.

 

2. using the persid found in step 1:

    select * from not_log where cntxt_obj = '<persid found in previous search>'

 

In this way we get all the notifications, related to the specific incident identified by ‘<incident_number>’, stored in the database.

The result can then be compared to what is displayed in Notification History.