Notification issues in RSA hosted environment
Any RSA-hosted customers experiencing notification issues? We've identified the following of late:
1. On-demand notifications randomly sending duplicate messages - first noticed in July 2020. There's an open JIRA with RSA.
2. Subscription notifications and scheduled report distributions that worked well for months are now not being sent at random - first noticed on 9/11/20. A case was opened with RSA Support today (9/14). Issue is not impacting all notifications and appears random (though more research is needed). There have been no changes to the configuration of the underlying Archer records or recipient access privileges. When we set the send time to a minute in the future, the notifications go out as expected (per the "Notifications Sent" report).
- Community Thread
- Forum Thread
- hosted notification
- Notification Issue
- on-demand notification
- RSA Archer
- RSA Archer Suite
- scheduled report distribution
- subscription notification
Could it be something related to SMTP server? I saw similar in my environment, and it was related to SMTP server being in maintenance mode and the applied some filtering.
If this is not related to Access rights on the records, then it definitely needs to be investigated by Support.
Thanks for the response. In terms of the subscription notifications and scheduled report distributions that are not going out, Archer is not sending/triggering them (as indicated in the Notifications Sent report) so we don't think it's SMTP-related.
Fyi: we're on v6.8.1 in the RSA-hosted environment.
Would resaving notifications with minor change help?
For SaaS environment it is always better to directly address over Support.
Kindest regards, I remain,
We've had some luck with altering the recipient to an Admin account, running the notification, then switching back to the intended recipient(s) and running it again. We'll need more time to pass to see whether this holds up and the affected notifications continue to go out.
The approach above may be a good quick fix but is not a long-term solution. We'd like to have confidence that properly configured notifications will work consistently especially as we're out advertising the capabilities.
Case update from RSA Support on 9/24/2020: There seems to be a bug related to the notification jobs not being created and this seems to be effecting other scheduled jobs. The bug ID is ARCHER-98538 and you looks like you have been listed as an affected customer. This is an extremely high priority for the hosted team. You can check the status for this jira through the customer portal and check for updates.
In response to update above, I asked: Is there a temporary workaround to get the notifications working again? RSA Support responded with: Right now the only workaround is manually triggering them.