Email errors since last update

[Josh Bridgens]

Hi All,

Since the recent update which changed the functionality of the emails back to the original state, it appears that we have been having errors occur when sending emails out from within requests.

After automating a lot of the processes for the Service desk emails we haven't been cheeking the inbox as often and have only just noticed this is happening.

 

When sending the email from within the request is gives the confirmation the email has been sent but we don't know its failed without going in and checking.

I am unable to currently find any reason these would be failing and System Engineers here are unable to see the emails leaving the Servicedesk@xxxxxxxx Outbox.

Any Help would be appreciated,

 

Josh

[Victor]

@Josh Bridgens - can you please click on the red envelope icon. This will open a popup, one of the options in the popup is "Delivery Status". Click on it and it will open a delivery log. The reason for failure is in there. Can you please tell us what it says? If it contains any confidential information you can PM me the info...

[Josh Bridgens]

Hi Victor,

 

Thanks for getting back to me - 

5 minutes ago, Victor said:

This will open a popup, one of the options in the popup is "Delivery Status

 

Status:

 Failed

Recipient Id:

118832

Date	Log Entry
2018-11-05 10:24:07	Permanent failure delivering message to target recipient. Status set to 'failed'
2018-11-05 10:24:07	The target domain is invalid, delivery not possible to: prospects.co.uk)

 

 

Any ideas?

 

Josh

[Victor]

@Josh Bridgens ok. I need to let dev team know of this asap as is something that was also reported recently by another customer. I was under the impression that it was caused by incorrect manual action but you experiencing the same indicates a possible fault in the system. I'll get back to you on this.

[Josh Bridgens]

Thanks Victor, 

 

Glad to know its not just me!

 

Josh

[Victor]

@Josh Bridgens - can you confirm, if, by any chance, the failures occur because the user (analysts) copy and paste customer information in the "To" field when sending an email?

[Josh Bridgens]

Hi Victor,

I can tell you that this happens randomly, I' had it happen on a call this morning, 5 minutes later I've typed the message up again and its sent no problems.

I've changed the "To" field on some and it seems to be the same, most will send, the odd one doesn't.

[Victor]

Ok, thanks for confirming. We'll keep looking

 

[Josh Bridgens]

@Victor Any Luck with this?

Could I PM you with something I think I may have found? its quite strange but its the only differenc eI can see in which emails go through and which ones dont....

 

Josh

[Victor]

You can, but the issue is going to be fixed with a mix of incoming platform, core and application updates.

[Josh Bridgens]

I will leave it, it only looked like it was fialing to pull through the "users profile"

 

Look forward to it!

[Victor]

Yes, something like that... I was going to update this post but I only got confirmation yesterday afternoon so did not have a chance to update you yet... (until now)

[Josh Bridgens]

Hi @Victor,

 

This seemed to have been resolved a couple of weeks ago, however I have started to get them fail to send again, any help?

 

Josh

[Josh Bridgens]

@James Ainsworth This is still occurring on our instance, could you help at all?

 

Josh

[Victor]

@Josh Bridgens - PM to me with an API key that I can use to look in your instance and see if I can find out what happens...

[Victor]

@Josh Bridgens - so, there was a Service manager fix relating to this issue included in build 1392. You did not have this fix in your instance until yesterday when you deployed the latest available build, 1401. Since yesterday I can see only two such failures so I believe the fix works apart from these two occurrences and I can't work out why they failed...they were sent by the same user but not sure if this matters... I think it would best if we review this on Monday and see if there are many such failures then...

[Josh Bridgens]

Hi @Victor, apologies for not coming back to you sooner, going through an Audit in the office, Much Fun!

 

I believed the fix was applied well before 1392, or we already had it, which is why I was surprised it had stopped working.

I think I need a week off soon...

 

Thanks Victor, I will look into the 2 incidents you mentioned and see what could be happening.

 

Regards,

 

Josh

[Victor]

1 hour ago, Josh Bridgens said:

going through an Audit in the office, Much Fun

 

On a serious note, if you notice any failures going forward please let me know...