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Email diagnostics and troubleshooting inbound and outbound email

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Email diagnostics and troubleshooting inbound and outbound email

The Diagnostics and Connection page displays information about the current state of your email configuration. This page includes status on email properties, scheduled jobs, and email account connections that affect how your instance receives and sends email.

Email diagnostics

Email diagnostic information can help you identify problems with inbound or outbound email. The following video shows different steps to determine why your instance is not receiving inbound emails. One of the steps uses email diagnostics to check the email connection status and email reader scheduled job.

Navigate to the Diagnostics and Connection page from either of these modules:
  • System Mailboxes > Email Diagnostics
  • System Diagnostics > Email Diagnostics
Figure 1. Email Diagnostics and Connection page
Table 1. Mail diagnostics
Diagnostic Description
Email Sending is [Status]
Email Sending Status of outbound email as either Enabled or Disabled.
Email in Queue Number of email messages in the Outbox.
Last Sent Mail Date and time the last email message was sent.
SMTP Sender State Current state of the SMTP Sender job, which sends email on a recurring schedule. By default, this job runs every minute.

To update the SMTP Sender state, click the SMTP Sender Job related link, and in the Schedule table, open the SMTP Sender record to be changed.

SMTP Sender Processing Time Duration of the last SMTP Sender job run. This value should be shorter than the SMTP Sender interval.
SMTP Sender Job Last Run Date and time when the SMTP Sender job last ran.
Default SMTP Status Indication of whether the SMTP connection was successful, shown only if the email accounts feature is active. Click Default SMTP to change your SMTP account settings.
SMS Sender State Current state of the SMS Sender job, which sends SMS notifications on a recurring schedule. By default, this job runs every minute.

To update the SMS Sender job, click the SMS Sender Job related link, and in the Schedule table, open the SMS sender record to be changed.

SMS Sender Processing Time Duration of the last SMS Sender job run. This value should be shorter than the SMS Sender interval.
SMS Sender Job Last Run Date and time when the SMS Sender job last ran.
Email Receiving is [Status]
Email Receiving Status of inbound email as either Enabled or Disabled.
Last Received Email Date and time the last email message was received.
Email Reader Status Current state of the email reader job, which downloads any email waiting on the mail server and creates email.read events.

To update the Email Reader Status job, click the Email Reader Job related link, and in the Schedule table, open the email reader record to be changed.

Email Reader Processing Time Duration of the last reader job run. This value should be shorter than the reader interval.
Job Last Run Date and time when the reader job last ran.
Connection Status
{Accounts} The result of the test connection to the accounts. The connection is tested every time you load the page.

Troubleshooting email problems

See the following resources on troubleshooting inbound and outbound email problems.

Error or symptom Solution
Instance not receiving inbound email See Inbound Email Troubleshooting, ServiceNow KB0524472. This KB article also provides links to a video series on troubleshooting inbound emails.
Instance not sending outbound email See Troubleshooting Outbound Email, ServiceNow KB0521382. This KB article also provides links to a video series on troubleshooting outbound emails.
Email from Outlook produces an empty Incident record containing an attachment named winmail.dat. Configure the local Outlook client or Exchange server to not send Rich Text formatted (RTF) data to the instance. To prevent Windows email from containing a winmail.dat file, see Microsoft Support for information on configuring Exchange.
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