Push Notifications not working on IOS and Android devices. Any kind of push notification is not working on the devices. 
 

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.


Troubleshooting steps performed:
1. All firewall ports are open

2. Smart IT notification settings on Remedy Mid tier 

3. The following filters are enabled:
"    NTE:NPC:ChkNotificationMsgExist=Yes_016_GetNotifyPrefix
"    NTE:NPC:ChkNotificationMsgExist=Yes_017_CheckMsgExist
"    NTE:NPC:ChkNotificationMsgExist=Yes_018_SetNotifyPrefix
"    NTE:NTS:CAI_UpdateSocialCloud

4. Notification for end user are enabled
"    Log on to BMC Remedy ITSM as an administrator.
"    From the Application Administration Console, click the Custom Configuration tab.
"    From the Application Settings list, select Foundation > People > People, and then click Open.
"    In the People form, search for the person.
"    Select the person, and then click the Notifications tab.
"    Incident - Assignment

5. SYS:SmartIT_NotificationConfig are enabled as per documentation: https://docs.bmc.com/docs/display/public/smartIT15/Configuring+notifications+for+Smart+IT 

6. SHR:SHR_KeyStore form (Secret and Token parameters) are in sync with connect.properties file. 
Social Bridge form is processing records and no stuck records.

7. They have generated .p12 file for certification by following below documentation: https://docs.bmc.com/docs/display/public/smartIT13/Re-signing+and+rebranding+Smart+IT+for+iOS 
Certificate has been placed and the database table is also updated.

8. They are able to telnet to the following:
"    telnet gateway.push.apple.com 2195
"    telnet android.googleapis.com 443

9. Provided them the latest mobile apps hotfix

10. Apart from this check if the notification when sent through the ITSM has an entry created on Social Bridge. If yes, then ensure that the end user who is suppose to get the notification has connected through the device to smart it. Reason being when the user connects through device to smart it, there would be a device token that would be associated with that user and when the notification is to be sent it would look for this token.