Notifications are not sending out from SCSM 2016

Question

Good day,

I need some assistance regarding our SCSM 2016 system. Incidents are being created via email all connectors are working, however the system is not sending any notifications back to the user sending initial email to log the incident.

This used to work when the system was in Azure however when the Azure server crashed, we moved the system back onsite however since then the notifications are broken.

Please advise any help that we may get this fixed.

Thanks

Answer 1

Hi,

I see, the issue is specifically with the notifications not being sent back to the user who sends the initial email to log the incident.

Here are a few things you could check:

• Ensure that a subscription is set up for the specific event of an incident being created. The subscription should be configured to send a notification to the affected user when a new incident is created.
• Check if the email of the affected user (the user who sends the initial email) is correctly added in the incident. The notification will be sent to this email.
• There should be a workflow configured that trigger when an incident event (like creation of an incident) occurs. This workflow should include a step to send the notification.
• Check the event logs for any errors related to the notification system. This could provide more information on what’s going wrong.