Logs and diagnostics are provided to help determine whether notification emails are
being sent and received successfully, what any issues are, and who receives the email.
Diagnostics help monitor the overall health of the system and troubleshoot general problems,
such as not receiving any incoming mail. Logs help identify problems with individual emails, and
different logs are useful for diagnosing different types of problems.
Log checking scenarios
| Problem |
Log |
| Need to check whether an individual notification email was successfully sent |
Check the Sent System Mailbox for that email. Also check the
Failed System Mailbox for failure notifications. |
| Individual email failed |
|
| Email not received by end user |
|
Troubleshooting resources
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. |
