Email FAQs and troubleshooting notification emails
-
- UpdatedAug 1, 2024
- 3 minutes to read
- Xanadu
- Notifications
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 |
|
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.
Related Content
- Create notification categories
You can create notification categories to identify and group related notifications that are listed in the notification settings for your users.
- Create an email notification
Create an email notification specifying when to send it, who receives it, what it contains, and if it can be delivered in an email digest.
- Email templates
Email templates enable administrators to create reusable content for the subject line and message body of email notifications.
- Email layouts
Create reusable content for the message body of email templates.
- Email retention
You can archive and eventually destroy email messages that you no longer need or if your Email table is excessively large.
- Watermarks on notification emails
By default, the system generates a watermark label at the bottom of each notification email to allow matching incoming email to existing records. Each watermark includes a random 20-character string that makes it unique.
- Parse an email thread
When an email is received, parse the most recent message in an email thread by creating Email Reply Separators using specified string or regular expressions.
- Email digests
An email digest is a single email that summarizes the activity for a selected notification and its target record during a specified time interval. You can enable an email digest to reduce the number of notifications received when frequent updates to the associated record occur within a short time period.
- Domain separation and Notifications
Domain separation is supported in the Notifications application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.