Hi,
We’ve had this occur in the past. In our case it was caused
by user entries still being present in the User form, even though the same
person is/was set to offline or delete on the people form. A good example was
the Service Desk, which typically has a higher turnover of staff than other
areas.
I might not be quite correct here, but when Remedy sends an
email to ‘service desk’ it sent emails to anybody with a valid entry in the
Group List field, on the User form.
The reverse has also occurred, where a user might be a
member of a support group when viewed via the CTM:People form, but the entry
was not duplicated on to the user form, hence those users never got
notifications when a ticket was assigned to their group.
I’ll point out that we use AD to fully populate Remedy with
users and their associated Application Permissions, Support Groups and Support
Group Functional Roles, but it was failing on a small number of users, hence
the issue.
Thanks
--
Mike
Date: Thu, 15 Aug 2013 16:41:29 -0700
From: [email protected]
Subject: Email notifications being sent to obsolete users? Remedy 7.5
To: [email protected]
**
I noticed yesterday that when tickets were assigned to groups, we were getting
“Undeliverable” messages back from the mail server. All of these were
notifications (A ticket has been assigned to your group…) that appear to have
been sent to users who are no longer with the organization, and whose profiles
in Remedy are Obsolete. I’ve gone in and changed these Obsolete users to
Non-Support. Is there something I should be doing differently? This is what
we’ve been doing for years and it’s only come up as a problem in the past 2
days. Thanks!
Lorraine Sanner_ARSlist: "Where the Answers Are" and have been for 20 years_
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