NOTE: SRM/ITSM notifications are not part of this troubleshooting list. That configuration is set in another Product: AR Server/Apps side of Remedy.

IN DWP, we have a standalone notification system that are unrelated to ITSM email notifications, but can be combined.  DWP Catalog Services notifications must be enabled in DWP Catalog Admin Console. ITSM Notifications with Custom Templates, are not officially supported and requires customization.

Bell Notifications

• Social connector must be defined in server.xml

• Social port and host name must be defined in connect-dwp.properties file and be consistent with the above

• Social port needs to be enabled in the firewall

• If you are not seeing approval notifications on DWP 20.02 and beyond, confirm Approvals are configured in /dwp/admin/configuration/approval.html

• If this is a server group environment, make sure that only one server is set as master and only one has notificationPoller Enabled under connect-dwp.properties

Primary DWP server

myit.server.host = Loadbalancer FQDN
myit.server.port = PORT
NotificationPoller.ENABLED = true
CommentNotificationService.DELAY = 0
CommentNotificationService.PERIOD = 180000
CommentNotificationService.ENABLED = true
api.token.hssvBpLwxWOCLBVDjjccEmThihwFePCcMRHzvPmcxVGuBWVRqASMuwkKgNCyOsjTwSLszjDCRiNDlllxmwgFCvaWvFUMXwaNdyqJVtefXkQwSynCLohdxvHONHFVWnSq = 3ddc1668-8e57-45a8-ac81-db6662e0de27
serviceSubscriptionsPollEnabled = true
master.server = true
pushNotificationFeature.enabled=false
inAppNotificationFeature.enabled=true

Rest of DWP servers
 

myit.server.host = Loadbalancer FQDN
myit.server.port = PORT
NotificationPoller.ENABLED = false
CommentNotificationService.DELAY = 0
CommentNotificationService.PERIOD = 180000
CommentNotificationService.ENABLED = false
api.token.hssvBpLwxWOCLBVDjjccEmThihwFePCcMRHzvPmcxVGuBWVRqASMuwkKgNCyOsjTwSLszjDCRiNDlllxmwgFCvaWvFUMXwaNdyqJVtefXkQwSynCLohdxvHONHFVWnSq = 3ddc1668-8e57-45a8-ac81-db6662e0de27
serviceSubscriptionsPollEnabled = false
master.server = false
pushNotificationFeature.enabled=false
inAppNotificationFeature.enabled=true

api.token must be the same across the environment.

• Make sure your DWP Server DNS rules, hosts files are correct.
• Make sure classpath in “Tomcatw” file is correct
• if you are using an alias make sure alias, loadbalancer, hostname, fqdn and ip address are correct and can be resolved too.
• Restart DWP Tomcat if any changes
• There is no out of the box settings to enable/disable types of bell notifications as like we have for email notifications.

• Surveys need to be configured.

• SMTP must be declared under connect-dwp.properties ( DWP Tomcat external conf folder)  

     Here's an example.

• Make sure you have a valid email address on the Sender field

• On the backend URL, make sure that you have  http:server:port OR if you have a custom URL/alias, it should look like this:

       http://sendmysurvey.com:9000/dwp

If you do any updates on this, restart the DWP Tomcat,too.

• Edit JVM Settings for you MyIT Tomcat.  Having low memory values will prevent notifications from going out. Minimum recommended is 6144m, Initial and Maximum values should always match.

• If these steps don't help, file a case to BMC Support and collect DWP Logs in debug mode by following the below documentation.