End users are reporting that they aren't receiving Request Approval emails from Digital Workplace Catalog. They do appear in their MyActivity, but no emails are triggered which is causing delays in approving / rejecting approvals.

Other notifications are flowing as expected. In Preferences, the approval notifications are checked for that particular user.

Email configurations are set correctly under DWP Admin Console->Configuration-> Email

create a DWPC in-app notification and an e-mail notification to the role Asset Manager when a service published

We found out from logs, it is giving authentication failed error when it trying to read request information from DWPC. 

09:52:44.516 | https-jsse-nio-443-exec-79     | RID: 555170 | OpId: none | DEBUG   | c.b.b.m.s.ApiKeyRequestListener | ARServerUser objects were not registered - nothing to do
09:52:44.594 | notification-20                | RID: none | OpId: none | ERROR   | c.b.b.m.e.n.p.ApprovalCreationPublisher | Processing Approval notifications has been failed
com.bmc.bsm.myit.service.exceptions.ServiceException: com.bmc.bsm.myit.service.sb.ServiceBrokerException: Authentication failed
    at com.bmc.bsm.myit.service.sb.RequestSearchService.getById(RequestSearchService.java:65)
    at com.bmc.bsm.myit.service.sb.RequestSearchService.getById(RequestSearchService.java:54)
    at com.bmc.bsm.myit.eventbus.notification.publisher.ApprovalCreationPublisher.processSBRequestApproval(ApprovalCreationPublisher.java:201)
    at com.bmc.bsm.myit.eventbus.notification.publisher.ApprovalCreationPublisher.publishEvent(ApprovalCreationPublisher.java:170)
    at jdk.internal.reflect.GeneratedMethodAccessor1669.invoke(Unknown Source)
    at java.base/jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
    at java.base/java.lang.reflect.Method.invoke(Method.java:566)
    at org.springframework.scheduling.support.ScheduledMethodRunnable.run(ScheduledMethodRunnable.java:84)
    at org.springframework.scheduling.support.DelegatingErrorHandlingRunnable.run(DelegatingErrorHandlingRunnable.java:54)
    at java.base/java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:515)
    at java.base/java.util.concurrent.FutureTask.runAndReset(FutureTask.java:305)
    at java.base/java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(ScheduledThreadPoolExecutor.java:305)
    at java.base/java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1128)
    at java.base/java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:628)
    at java.base/java.lang.Thread.run(Thread.java:834)
Caused by: com.bmc.bsm.myit.service.sb.ServiceBrokerException: Authentication failed
    at com.bmc.bsm.myit.service.sb.util.ServiceBrokerExceptionUtil.getException(ServiceBrokerExceptionUtil.java:63)
    at com.bmc.bsm.myit.service.sb.util.ServiceBrokerExceptionUtil.getException(ServiceBrokerExceptionUtil.java:47)
    at com.bmc.bsm.myit.service.sb.auth.LoginAuthenticator.login(LoginAuthenticator.java:106)
    at com.bmc.bsm.myit.service.sb.auth.LoginAuthenticator.setAuthentication(LoginAuthenticator.java:68)
    at com.bmc.bsm.myit.service.sb.http.Connection.executeAndAuthenicate(Connection.java:77)
    at com.bmc.bsm.myit.service.sb.http.Connection.execute(Connection.java:310)
    at com.bmc.bsm.myit.service.sb.http.Connection.get(Connection.java:185)
    at com.bmc.bsm.myit.service.sb.http.Connection.getAsString(Connection.java:171)
    at com.bmc.bsm.myit.service.sb.http.RequestService.getRequest(RequestService.java:308)
    at com.bmc.bsm.myit.service.sb.RequestServiceFacade.getRequest(RequestServiceFacade.java:128)
    at com.bmc.bsm.myit.service.sb.RequestSearchService.getById(RequestSearchService.java:59)
    ... 14 common frames omitted`

Verify the credentials of user are correct in Digital Workplace Configuration Params table.

Need to check for tenant id: 000000000000001-322

Key Value that we need to check are: sbeUrl, sbeSystemUser, sbeDomain, sbeSystemUserPwd

NOTE: After correcting the password please wait for 10-15 mins as this gets cached and its possible that it can still take old value from cache.

-- create a DWPC in-app notification and an e-mail notification to the role Asset Manager when a service published 

Currently this is for Administrators only. For the Asset Manager, need to make customization. BMC PS Team can help on same