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Attestation mail events are not getting triggered

Hi,

We are working on One IM version 8.0 and we have restored our database. But, now attestation mails are not getting triggered. We see that event "DecisionRequired" should get triggered when a new attestation is raised or when a new ITshop request is raised. In case of ITshop request, this event is getting triggered but not in case of Attestation case. We have checked the configuration parameters and mail configuration parameters for attestation are enabled. What can be the cause? And how to resolve this? 

  • Hi, my first action would be to enable the jobgenlog, in globallog.config for the job service and to confirm that the event is being raised and what processes are being evaluated for generation as a result. It might be that a gen condition does evaluate to true when executed on the job service.

  • we have enabled jobgenlog but cannot see these files generated anywhere. We have uncommeted jobgenlog in globallog config file. Do we need to do anything else?

  • It should get picked up automatically.

    Assuming v8, the default location is under C:\Users\<service account>\AppData\Local\One Identity\One Identity Manager\JobService\debug. 

    I forgot to say that IT Shop requests are not actioned by the job service but by the web portal, so you'll have to configure the NLog.config file in your portal folder under inetpub, e.g. C:\inetpub\wwwroot\IdentityManager. The default location for these logs is C:\inetpub\wwwroot\IdentityManager\App_Data\Logs

  • now I am able to see jobgenlog now but I think in case of attestation, because the process itself is not getting triggered, we are not getting any logs in jobgenlog. Is there any other way I can troubleshoot this issue?

  • Are any processes being triggered?

    Is the service running?

    This would be an issue for Support as well I think so we could take a closer look at what is taking place.

    Thanks