IJ13419: MULTILPLE EMAILS NOTIFICATION FROM ESCALATION WITH TEMPLATE HAS "SEND WITH COMMUNICATION?"

APAR status

• Closed as program error.

Error description

• Multilple emails notification from escalation with template has
  "Send with Communication?"
  
  PROBLEM:
  
  Users are getting multilple emails notification from escalation
  with template has "Send with Communication?" for his
  application. Customer is creating a communication template and
  would like to use the functionality of the Attachment Folders
  tab to have the attachments be sent to the recipient of the
  email.
  However, when they check the checkbox that is related to their
  applications, the escalation keeps sending emails notifications
  and will only stop if they uncheck the checkbox in the
  Attachments Folders tab in the Communication Templates app.
  Users are getting multilple emails notification.
  
  STEPS TO REPRODUCE:
  1- Open Maximo as maxadmin
  
  2- Go to Application Designer and duplicate the CREATESR
  application into a new app, such as TESTSR. Ensure you have
  access to that app.
  
  3- Go To > Administration > Communication Templates
  
  4- Create a new Communication Template with the following
  information:
          Template: TEST
          Applies To: "SR"
          Accessible From: ALL
          Comm Log Entry?: Tick
          Send From: test@example.com
          Subject: Test
          Message: Test
  
  5- Under Recipients tab, ensure your email is set as a
  recipient (To:)
  
  6- Under Attachment Folders tab, tick "Send with
  Communication?" for one of the Document Folders of both
  applications "SR" and "TESTSR"
  
  7- Click Save
  
  8- Change status to ACTIVE
  
  9- Go To Create Service Request app, create a new SR and take
  note of the number. Also, add an attachment to this SR record.
  
  10- Now, create a escalation in the Escalations app
     Applies To: SR
     condition : Ticketid = 'XXX' ( XXX is the ticketid you chose)
     In escalation points, add one line.
     In notifications Tab, Add 'TEST' template. Activate this
  escalation as every 1 min.
     Make the escalatation ACTIVE.
  
  You will start getting many emails notifications, over and over.
  
  In order to stop it, you need to go to -> Administration ->
  Communication Templates, find your template and Click on
  "Attachment Folders" tab , Then uncheck the column "Send with
  Communication" for your SR application and TESTSR application.
  
  CURRENT ERRONEOUS RESULT:
  Multilple emails notification are being received.
  
  EXPECTED RESULT:
  Only one email notification is received.
  
  ENVIRONMENT (SYSTEM INFO):
  Tivoli's process automation engine 7.6.0.8-IFIX20180327-1241
  Build 20170512-0100 DB Build V7608-63 HFDB Build HF7608-15
  

Local fix

• NA
  

Problem summary

Problem conclusion

• The fix for this APAR is contained in the following
  maintenancepackage:
  Release 7.6.1.3 of Base Services
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  ADMINISTRATION

• Fixed component ID

  5724R46A1

Applicable component levels