Service Desk all versions
Requires Access To:
Service Desk console or WebAccess
How to create a simple query to monitor your Service Desk outbound emails?
The steps below explain how to create a simple query that you can use to monitor your outbound mails and to see:
- the emails generated by your Service Desk system and placed in the outbound email queue
- if emails have been already sent or not
- if emails could not be sent but are scheduled to be re-sent
- if emails have failed to be sent
This is particularly helpful if you have stopped receiving emails and if you believe that there is a problem with the outbound mail service.
Steps to create the query:
- From Console, open the "Query and Report Designer" and click "New Query", or from Web Desk right-click on a shortcut group on the left hand side and select "Create query".
- Enter a query title and base the query on the System module and the Message Recipient business object.
- Add the attributes listed in the table below. You can rename them for more clarity (in Console: right-click on the attribute added > Properties > Column Heading):
- Add any filters and sort the results if you need (for example you can add a filter to see emails that have not been sent only and order by email creation date)
Example of query output in WebAccess:
Attributes to add to the query (and what they mean):
|Attribute name||Attribute renamed in the query||Details|
|Message.Date Sent||Email Created/Sent On||Date the email has been added to the queue OR sent by the mail service. If the email has not been sent yet, this is the date of creation of the email record (for example the date an assignment has been made or the date a reminder has been generated in the system). If the email has already been sent, this indicates when the outbound mail service has actually sent the email.|
|e-mail Address||Email Address|
Email address of the recipient
|Message.Subject||Email Subject||Email subject|
|Email Failed||Email Failed?|
Indicates if the email has failed or not. An email is flagged as "failed" if the outbound mail service cannot send it after a certain number of attempts, defined in the Mail > Outbound Mail Server Settings section of the console (as explained here). For example if the mail settings are "Retry Count: 2" and "Retry Period: 60 minutes", the outbound mail service will try to re-send the email two times, each time with a 60 minutes interval. If the second retry attempt fails then the email is marked as failed.
The outbound mail service will not attempt to send any email that has been marked as failed.
|Is Email Sent||Email Sent?|
Indicates if the email has been effectively sent or not. Once an email has been successfully sent by the outbound mail service this flag is set to True.
Emails flagged as sent are not automatically deleted in the database. You can use a stored procedure to remove the emails sent from the email queue (as explained here).
|Notification Method||Notification Method|
Indicates the notification method. This is defined on the user profile and must be set to External or Both.
The outbound mail service will not attempt to send any email that has the notification method set to None or Internal.
|Retry Count||Retry Count||Indicates the number of times the outbound mail service has tried to resend the email. The maximum number of sending attempts is defined in the Mail > Outbound Mail Server Settings section of the console.|
|Next Retry Time||Next Retry Time|
Indicates the next time the outbound mail service will attempt to resend the email, if the email sending has failed before. This field is set by the outbound mail service when the Retry Count field is incremented.
Indicates if the email record has been manually soft deleted.
The outbound mail service will not attempt to send any email marked as deleted.
Outbound mail troubleshooting resources:
- View outgoing emails stored on the database : a light SQL version of this query to run on the database directly
- Service Desk Notifications/Outbound Mail Technical Architecture Guide : detailed article explaining how emails work in Service Desk
- Troubleshooting Inbound or Outbound emails using Log Severity : explains how to use the Windows Applications logs to troubleshoot email issues