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.

Email FAQs

Troubleshooting resources

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

Exponential back-off retries

Emails that aren't successfully delivered might need retries. Exponential back-off retries is a mechanism to redeliver them in the interval (1, 5, 10, 20, 40, 60, 120, 120) between the retries. The exponential retries continue until the lookback period mentioned in the glide.email.smtp.claim.lookback.hrs system property is lapsed.

The retries are attempted for 4xx status codes and fail for 5xx status codes during the email delivery. The glide.smtp.fail_message_ids and glide.smtp.defer_retry_ids system properties aren't considered.

Retried emails type is set to send-retry-backoff.
Note: Address validation errors that occur during the email delivery are handled differently. The type of email record is set to send-retry-delayed and the email delivery is retried in fixed intervals of 30 minutes until the lookback period is lapsed.