Notifications shows contact notified but no email ever sent

[nauessp]

We have a problem where several of our contacts are not receiving emails when a notification should occur.

I see an entry for these contacts in the XI interface Incident Management -> Notifications but no email is ever sent. Oddly, for the same alert some emails to other contacts are sent. I have watched "/var/log/maillog" and postfix never sees emails to these contacts (although others for the same alert go out just fine).

In the case I've been looking at, the service has two contact groups it should notify. One of them seems to receive emails and the other does not. Changing things (we needed to add a new contact to the problem contact group anyway) and reloading the configuration didn't help.

Our mail setup is "Sendmail" with our mail gateway server and port 25. No authentication or security is set up at this time.

Is there a log I can track why a contact is not getting an email even if they have a notification showing up?

[abrist]

Is there a log I can track why a contact is not getting an email even if they have a notification showing up?

/var/log/maillog and access to the mail relay logs (if you use one) are the two best troubleshooting tools. Are any of the notification emails logged in /var/log/maillog?

[nauessp]

I've looked into local /var/log/maillog and the logs on the remote gateway. These notifications never show up in either place.

It is like the notification system on Nagios says there should be a notification, but it never gets as far as sending out the email. The weird thing is that one contact group is notified fine (with all expected stuff showing up in the maillog) and the other contact group's messages never get sent.

[abrist]

What version of XI are you running?

[nauessp]

We saw this problem first with version 2012R2.2. We upgraded last week and am now running 2012R2.7.

Still seeing the same behavior unchanged from before.

[lmiltchev]

It is going to be easier to troubleshoot this issue via our ticketing system. Please, send us an email at [email protected] and put: "Notifications shows contact notified but no email ever sent" in the email's subject. Let us know what is the name of the contact/contactgroup that is supposed to receive alerts but is doesn't and send us your latest configuration snapshot.
Thank you!