Troubleshooting inbound and outbound email

Version 3

    Verified Product Versions

    Service Desk 7.8.xService Desk 2016.xAsset Manager 2016.x

    The Service Desk program sends out emails letting users and/or technicians know when incidents have been created or updated among other things.  Sometimes the emails may not go out to the users.  Here is a list of things to check.




    • Make sure the mail settings are correct in the mail tool

    • Make sure that the User(s) are set to external notification

    • Make sure that inbound emails are not formatted as HTML

    • Make sure that the user has an email address associated with them

    • You may want to try truncating the tps_user_message and tps_user_message_recipient tables

    • Check the application log for error messages

    • Make sure the inbound and outbound mail services are started and set to automatic

    • Check for mail logs in the windows\system32 folder