How to monitor the Service Desk outbound email queue with a simple query?

Version 13

    Verified Product Versions

    LANDESK Service Desk 7.6LANDESK Service Desk 7.7.xLANDESK Service Desk 7.8.xLANDESK Service Desk 2016.xLANDESK Asset Central 2016.x

    Environment:

    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:


    1. 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".
    2. Enter a query title and base the query on the System module and the Message Recipient business object.
    3. 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):
    4. 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 nameAttribute renamed in the query
    Details
    Message.Date SentEmail Created/Sent OnDate 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 AddressEmail Address

    Email address of the recipient

    Message.SubjectEmail SubjectEmail subject
    Email FailedEmail 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 SentEmail 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 MethodNotification 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 CountRetry CountIndicates 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 TimeNext 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.

    DeletedEmail Deleted?

    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: