There is a failed notiication tasks in BA (task Object = MESSAGE). Methods can be different - UserNotification, AccountNotification, PlanNotification, LicenseWithProductKeyNotification, ARDocNotificationDfltTempl, etc. The tasks fails with the following error message:
Execution Failed: Template is not found. Can not send notification.
BA tried to send notification with non-existing or non-available template name
It is needed to find the place where wrong template name is specified. Possible places are described below in this article.
Check if template with such name actually exists
In BA 5.4 Home> Communication Director> Notification Manager> Notification Templates
In BA 5.5 and later Home> System> Settings> Notifications> Notification Templates
If template with such name does not exist then the name should be corrected or corresponding new template created
If template exists check that it is set as "Active"
- If notification is sent to reseller's customers, template should be set as "Visible to Resellers"
Possible places where wrong template name can be specified are following:
1) Service Plan General tab, under Notification Template
2) In Notification Manager Settings:
For BA 5.4 Home> Communication Director> Notification Manager> Settings
For BA 5.5 and later Home> System> Settings> Notifications> Common Notification Settings
3) In corresponding Event Handler. To check it find the failed task in BA:
For BA 5.4 Home> Configuration Director> Event Manager> Minor Faults or Critical Failures
For BA 5.5 and later Home> Operations> Tasks > Failed Tasks
Open it and click on its Event Handler. Check the signature, if "TemplateName=XXX" is specified there, then BA will try to send notification with "XXX" name
Make sure that no line break is present in the end of a Signature. It is not visible in a view mode, so press Edit and check if there is extra line. Alternatively, this might be checked in pba database in "TaskHandler" table, line break is saved as '\r'.
Exact template name that was used by BA while executing failed task can be found in logs (MESSAGE.log in 5.x, generic_worker.log or scheduler.log in 6.x) on BA application server. Search by method specified in failed task Event Handler, for above example - PlanNotification:
[14-01-29 01:37:52.051 Worker1.41 TH09386 NTE] Entering method MESSAGE_Container::Worker1.41.PlanNotification(user = -1, transaction = 309013, SID = 0, lang = en, LP) [14-01-29 01:37:52.051 Worker1.41 TH09386 NTE] 1 input arguments : int32_t: 1000101 [14-01-29 01:37:52.051 Worker1.41 TH09386 TRC] +++ ErrorMessage* MESSAGE::PlanNotification(Int)(1000101) ... [14-01-29 01:37:52.054 Worker1.41 TH09386 TRC] +++ ErrorMessage* MESSAGE::SubscriptionNotification(Int, Str)(1000101, XXX) ... [14-01-29 01:37:52.064 Worker1.41 TH09386 TRC] ... *** INTERRUPTED BY EXCEPTION *** ErrorMessage* MESSAGE::SubscriptionNotification(Int, Str) [14-01-29 01:37:52.064 Worker1.41 TH09386 TRC] ... *** INTERRUPTED BY EXCEPTION *** ErrorMessage* MESSAGE::PlanNotification(Int) ... [14-01-29 01:37:52.067 Worker1.41 TH09386 NTE] ExceptionResult: Template is not found. Can not send notification.