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    Home Orlando Now Platform Capabilities Now Platform capabilities Notifications System notifications Email and SMS notifications Troubleshooting notification emails

    Troubleshooting notification emails

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    Troubleshooting notification emails

    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
    • Check the message log of the individual email.
    • Check the Error string field of the email record.

      Warning: Some email servers do not return error strings
    Email not received by end user
    • Check the Junk System Mailbox for notifications about returned emails. These emails also appear in the Emails log with a Type of received-ignored.
    • Check the Error string field of the email record.

      Warning: Some email servers do not return error strings
    • Check the message log of the individual email for the reasons different recipients were included or excluded.

    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.
    • Email diagnostics

      The Diagnostics and Connection page provides information on 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.

    • System email log and mailboxes

      The system email log records all emails that the instance creates or receives. System mailboxes are filtered views of this log.

    • Message logs for individual emails

      The email log entries for an individual notification email are accessible as a related list in the email record. The Error string field in the email record can provide additional information.

    Related tasks
    • Create notification categories
    • Create an email notification
    Related concepts
    • Email templates
    • Email layouts
    • Email filters
    • Email retention
    • Watermarks on notification emails
    • Email digests
    • Domain separation and Notifications

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      Troubleshooting notification emails

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Troubleshooting notification emails

      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
      • Check the message log of the individual email.
      • Check the Error string field of the email record.

        Warning: Some email servers do not return error strings
      Email not received by end user
      • Check the Junk System Mailbox for notifications about returned emails. These emails also appear in the Emails log with a Type of received-ignored.
      • Check the Error string field of the email record.

        Warning: Some email servers do not return error strings
      • Check the message log of the individual email for the reasons different recipients were included or excluded.

      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.
      • Email diagnostics

        The Diagnostics and Connection page provides information on 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.

      • System email log and mailboxes

        The system email log records all emails that the instance creates or receives. System mailboxes are filtered views of this log.

      • Message logs for individual emails

        The email log entries for an individual notification email are accessible as a related list in the email record. The Error string field in the email record can provide additional information.

      Related tasks
      • Create notification categories
      • Create an email notification
      Related concepts
      • Email templates
      • Email layouts
      • Email filters
      • Email retention
      • Watermarks on notification emails
      • Email digests
      • Domain separation and Notifications

      Tags:

      Feedback

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