Troubleshooting Inbound or Outbound emails using Log Severity

Version 9

    Verified Product Versions

    Service Desk 7.6Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.xService Desk 2017.x

    If you have a problem with either your Incoming or Outgoing emails the first troubleshooting step is always to turn on trace logging so that we can see more information about what is happening with the email/s

     

    Here is a step by step guide in how to turn this on

     

    1. Go to your Server where your Mail is installed.

    2. Open your Application Event Log and clear this (This will make it easier to read and the .evt file smaller should you need to send it to your Support Provider)

    3. Find your Config file for either the Inbound or Outbound Mail Service, depending on which one you want to investigate.

     

    In 7.4 and previous versions:

    C:\Program Files\LANDesk\LANDesk Applications

    - Touchpaper.Service.Mail.Inbound.WindowsService.exe.config

    - Touchpaper.Service.Mail.Outbound.WindowsService.exe.config

     

    In 7.5 - 7.7.3 you will find these through your Configuration Centre:

    "http://localhost/ServiceDesk.ConfigurationCentre"

    Launch your Configuration Centre and choose to Edit your "ServiceDesk Mail Manager - Inbound Service" or "ServiceDesk Mail Manager - Outbound Service" under "Configured Services".

     

    In 7.8 and later you will find these through your Configuration Centre:

    "http://localhost/ConfigurationCenter"

    Launch your Configuration Centre and choose to Edit your "ServiceDesk Mail Manager - Inbound Service" or "ServiceDesk Mail Manager - Outbound Service" under "Configured Services".

     

     

    4. Set your "Log Severity" to "Trace"

     

    - 7.4:

    7.4 config.JPG

     

    - 7.5 and above:

    7.5 config.jpg

     

     

    5. Restart your Inbound / Outbound Service.

     

     

    INBOUND

    6. Go to your Inbox and mark the email as unread.

    7. Allow the Inbound Mail Service to poll and it will attempt to read the email.

    8. You can now in your Application Event log see a full trace of what is happening, if you have any information or error messages in here which will give you more information to what is happening.

     

    OUTBOUND

    9. Make sure that the email you want to send exist in your database and hasn't been marked as failed or sent. If this is marked as failed or sent, then it will not attempt to send the email again. If your email isn't in your database to begin with, please see here in how to troubleshoot your configuration.

    10. Allow the Outbound Mail Service to poll.

    11. You can now in your Application Event log see a full trace of what is happening, if you have any information or error messages in here which will give you more information to what is happening.

     

     

    Please note to turn this logging off when you are finished as this will accumulate a lot of logs and take up quite a bit of space.