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Knowledgebase: Resource Central
KB0156 - No New Order email is sent from RC after booking a reservation with catering service

 

Symptom

User books a room including catering, consequently he receives a "New Reservation" email. No "New Order" email is sent to him. 

 

Cause

The root cause is that the Outlook Address Book (OAB) is out of synch. with the information in the AD. This is a very rare situation.

However, it implies that when a reservation is booked (with order), the data is stored in Reservations table and RC_Reservations_Temp table.

OrganizerEmail in Reservations table is synchronized from Exchange server.

OrganizerEmail in RC_Reservations_Temp table is retrieved from the local Outlook Address Book (OAB).

This leads to a situation: If OrganizerEmail in Reservations table is different from that in RC_Reservations_Temp table, then RC Sync Service cannot match temp reservation with the real reservation in Exchange and the order is not created → organizer receives "New Reservation" email but no "New Order" email.

 

Workaround

Because OrganizerEmail in RC_Reservations_Temp table is an outdated value (retrieved from the local OAB), you have to force an update the client OAB. This can be done in two different ways.

Note that the second option assume that Exchange is correctly updated from AD.

  1.       Update from Exchange Server

Force Exchange to update the OAB:

Get-GlobalAddressList | Update-GlobalAddressList

Update User’s OAB: 

Get-OfflineAddressBook | Update-OfflineAddressBook

Inform Client Access Server of the updated OAB:

Get-ClientAccessServer | Update-FileDistributionService

Note: These commands are executed on the machine where Exchange Server is installed. In large organizations this may take hours before it takes effect.

  1.       Recreate the OAB on the client

In outlook go into Account settings

Create a new address book

Remove the old outdated address book.

 

Properties

Applies to: All versions of RC before RC 3.7.10 SR2

Fixed in: RC 3.7.10 SR2

Reference: TFS #29016

Knowledge base ID: 0156

Last updated: Feb 23, 2016