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Child Support Groups

Jerrett_FergusonJerrett_Ferguson Customer IT Monkey ✭
Hi All,
I'm trying to configure our AD security groups for the Notify Analyst app and I'm running into a problem.  We have a handful of nested Support Groups as Child Items under their parent Support Group.  Here's an image of our Incident Tier Queue list and some of it's members as an example.   
 
When I create or update an incident for the Extended Technical Support group, i get an email notification, so I know the app is working. 

I've created a group in AD called 'sm-notify-DCE Tech Support' (I've set my prefix in the notify app as 'sm-notify-').  When I set the support group to DCE Tech Support, I don't receive a notification.  I do see this in the TierChangeNotification log:

2016/10/18 13:44:41.742 - Work Item type is Incident
2016/10/18 13:44:41.743 - Mode is Update
2016/10/18 13:44:41.743 - Using legacy Tier Mappings feature
2016/10/18 13:44:41.753 - About to get default domain context
2016/10/18 13:44:41.792 - Processing "IR440 - Testing notifications from HD Test environment - please ignore/delete"
2016/10/18 13:44:41.805 - Tier property name is TierQueue
2016/10/18 13:44:41.807 - Unable to cast object of type 'System.Guid' to type 'Microsoft.EnterpriseManagement.Configuration.ManagementPackEnumeration'.
2016/10/18 13:44:41.807 - No matching group was found
2016/10/18 13:44:41.808 - Completed

I've bolded what I think is the important information.  It looks like it's not able to cast a child item from the enum list? 

Is that a bug in the app or are we doing something wrong in SM? 

Answers

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭
    What do you have for "For Support group changes, do not process AD groups matched to Support Groups if the AD Group is not mail enabled (the AD Group address is not used for notifications) ?

    I'm just thinking is it possible those groups aren't mail enabled and that's the hang up.
  • Jerrett_FergusonJerrett_Ferguson Customer IT Monkey ✭
    No, that is unchecked at the moment.  I did have that checked at one point during testing but I unchecked it when I realized it wasn't sending out notifications to the members of the group since they weren't mail enabled.  Once I unchecked it, notifications went out again to non-child groups but are still failing for the child support groups.   

  • Tony_CollettTony_Collett Cireson Support Super IT Monkey ✭✭✭✭✭
    Is it only affecting that one group, or does it affect other children?
  • merlenette_jonesmerlenette_jones Member Advanced IT Monkey ✭✭✭
    Hi All,
    I'm trying to configure our AD security groups for the Notify Analyst app and I'm running into a problem.  We have a handful of nested Support Groups as Child Items under their parent Support Group.  Here's an image of our Incident Tier Queue list and some of it's members as an example.   
     
    When I create or update an incident for the Extended Technical Support group, i get an email notification, so I know the app is working. 

    I've created a group in AD called 'sm-notify-DCE Tech Support' (I've set my prefix in the notify app as 'sm-notify-').  When I set the support group to DCE Tech Support, I don't receive a notification.  I do see this in the TierChangeNotification log:

    2016/10/18 13:44:41.742 - Work Item type is Incident
    2016/10/18 13:44:41.743 - Mode is Update
    2016/10/18 13:44:41.743 - Using legacy Tier Mappings feature
    2016/10/18 13:44:41.753 - About to get default domain context
    2016/10/18 13:44:41.792 - Processing "IR440 - Testing notifications from HD Test environment - please ignore/delete"
    2016/10/18 13:44:41.805 - Tier property name is TierQueue
    2016/10/18 13:44:41.807 - Unable to cast object of type 'System.Guid' to type 'Microsoft.EnterpriseManagement.Configuration.ManagementPackEnumeration'.
    2016/10/18 13:44:41.807 - No matching group was found
    2016/10/18 13:44:41.808 - Completed

    I've bolded what I think is the important information.  It looks like it's not able to cast a child item from the enum list? 

    Is that a bug in the app or are we doing something wrong in SM? 
    Thinking of possible causes:

    Are the nested child groups in a different domain?

    I actually think it would be best for us to have a skype session so I can have a look at the configuration. Can you please update the ticket that you made with a few time slots that will work for you 

    Merle
  • Jerrett_FergusonJerrett_Ferguson Customer IT Monkey ✭
    These nested child groups are not in a different domain.  I updated the incident to show my availability today. I'll put in some times for tomorrow also since it doesn't look like we'll meet up today.
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