From the connecthome_log, it shown that test call home was successfully but it did not appear in SYR after 1 day?
Jul 11 15:27:07 2013:CS_PLATFORM:ConnectHome:INFO:100:::::Test event from /nas/sbin/nas_connecthome -test.
Jul 11 15:27:20 2013:CS_PLATFORM:ConnectHome:INFO:50:::::Connecthome Test of the Primary Email initiated
Jul 11 15:27:24 2013:CS_PLATFORM:ConnectHome:NOTICE:51:::::Connecthome Test of the Primary Email succeeded
There were two recipient defined, one email@example.com and other is customer email address, customer received the xml file whereas SYR not registered.
Since customer recieved this mail but not SYR, how can we confirm if emc received this mail in firstname.lastname@example.org too?
Ensure the email id entered in 'sender id' (email id from customer domain) is capable of sending emails to external domains (e.g, emc.com). You can get this checked with the mail admin also confirm the status of mail delivery.
IMHO, if the email is sent, it should raise a cancelled SR (hope you are not checking for an Open SR) in 20-25 mins..
You never stated if this was going through Centeralized monitoring or not recommended "Distributed monitoring."
With distributed monitoring with Block, it will send home as unknown or as a legacy system, this is why this is not recommended (sp email direct to ESRS , you also did not state if this is being monitored though ESRS ip client with UDoctor and ConnectEMC.
If this is Cenrealized monitoring, and going through Udoctor and ESRS STMP , and you are a CE/Partner or Support, you may want to check ESRS Uploaded log feature to see if it made it through there, If so then you may need to check with SYR support. If it did not make it to ESRS, then need to check the gateway Server , customer network, or with the ESRS team. Do thi if it is configured with Centralized monitoring only.
Thank you for your reply.
Problem was solved after rebooted control station although test call home log show successful and i'm able to receive test callhome email (ie. strange problem)