IBM Support

Email not sent to SR Reported By Email.

Troubleshooting


Problem

Customer wishes to send a notification via Escalation using a Communication Template to the email address shown on the SR. They set up an Escalation with a Communication Template with a Role for SR, but no email is received.

Symptom

The Email is not being sent to the to the recipient identified on the active Comm Template.

Cause

The Communication is not being sent to the E-Mail address identified in Email Field.



The Dataset Role has been set up to resolve to SR.REPORTEDEMAIL, but the Email flag was not checked. Therefore no email was sent.

Resolving The Problem

The correct set up for the Dataset Role would be to use the Email flag. The reason the email flag is needed is the REPORTEDEMAIL field contains an emailaddress, not a PERSON record. At runtime the E-Mail flag is needed to resolve to the emailaddress in the SR. REPORTEDEMAIL field.


[{"Product":{"code":"SSLKT6","label":"IBM Maximo Asset Management"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Comm Templates","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"6.2.1;6.2.2;6.2.3;6.2.4;6.2.5;6.2.6;6.2.7;6.2.8;7.1.1;7.5","Edition":"","Line of Business":{"code":"LOB59","label":"Sustainability Software"}}]

Document Information

Modified date:
17 June 2018

UID

swg21590695