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No SMTP and SIP address in the notification tab

Simon_ZeinhoferSimon_Zeinhofer Customer IT Monkey ✭

Recently we experience a problem with our user notifications. New or changed users often do not get their e-mail address synced after it got changed (they don't get an e-mail address automatically).

After we add the SIP and email values in the CI$User table it gets shown in the portal, but in the 'Notification' tab of the user CI in SCSM there are no values for SIP and SMTP. So these users do not receive any notifications from our subscriptions. Also when a user gets his personal number changed (from external to employee e.g.) a new user CI is created. The old one has the notification entries, the new one doesn't.

In the MT_System$Notification$Endpoint table both entries exist, but they will not get connected to the user CI :( (also for changed users the same entries exist two times, once for the old and once for the new user)


  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    Hi @Simon_Zeinhofer

    This sounds like a problem with your SCSM AD Connector then if the fields on the user CI are not showing, you could try resetting the water mark of the connector and re-syncing, but other than that I am not sure what else could be happening.

    Find the select Connector:

    Select * From LFX.Datasource

    Swap # for connector id:

    exec [LFX].[ResetWatermarkForDataSource] #,'erroroutput

    Maybe check the Operations manager logs when the AD Connector syncs and see if any errors throw when making the relationship.

    Other might have a better idea what is going on!



  • Simon_ZeinhoferSimon_Zeinhofer Customer IT Monkey ✭

    Unfortunately the full AD connector sync did not lead to any success.

    In our case it seems like the Notification objects are not connected to the user object

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