Email failed to send pop-up error

[Gary@ADL]

Hi Guys - we are getting an email failed to send pop-up when trying to email from tickets, but the emails seem to be sending ok? any ideas why this might be?

we also have an exclamation mark next to our send items within our mailbox, but we cant click it and have no indication what its for? could these be related?

many thanks 

[James Ainsworth]

Hi Gary,

The 68 failed messages displayed on your Sent Items folder could quite possibly be the same emails that are causing the error on the requests.  Clicking on the exclamation icon doesn't do anything as you are just clicking on the Sent Items folder.  However, once you are viewing the Sent Items folder you will see these failed message with a red bar along the left hand side of them.  On the email itself, you will see the envelope icon is red.  

 

On the email itself, you will see the envelope icon is red.  Clicking on either this or the Delivery Status icon, shown circled within the email tool bar, will provide you the delivery status and this may help determine why the email is not being sent.

I hope this helps.

 

James

[Gary@ADL]

thanks @James Ainsworth - we are still seeing this pop-up today though, however the emails are being sent it looks like (they look ok in the sent items box, show as delivered etc),   

 

The 68 errors still shows as 68 errors, so this hasnt gone up,

 

for example my colleague got a pop-up for the below message this mornng,

many thanks 

[Gary@ADL]

Hi @James Ainsworth we are still seeing issues around this, we are still getting the pop-up to say email failed, sometimes it goes, sometimes it doesnt,

today one of our users got the pop-up, the email update has not gone onto the ticket, but the email has sent and is in the sent box and the users auto-reply has come back into the ticket.

 

 

 

 

 

please can this be looked at ASAP.

 

thanks 

 

 

[Gary@ADL]

hi @James Ainsworth - i just got this issue myself,

i clicked send, it popped up that error message then took me back to my email (as below), then i pressed send again, and the same thing happened, 

 

but both these mails have sent it hornbill, and i rteceived them, 

 

but they have not showed up on the ticket. 

 

thanks 

 

 

 

 

 

 

 

[James Ainsworth]

Hi Gary,

I'll reach out to Hornbill Support to see if there is anything else that they can add.  If this appears to be random, as in you normally don't see this message, but it does happy once and a while, I would next look to see if your connectivity to your mail server from Hornbill is having some issues.  It might be your IMAP or SMTP is not always connecting.  If Hornbill has an issue connecting, it does do a few retries, which might explain why the emails are being received, if the emails eventually go out after a few retries.  

 

[James Ainsworth]

Hi Gary,

Could you also have a look for me with that particular SR where you had the issue and determine if the BPM that is used for that request is still an active BPM?  This can be done by looking in the list of BPM Workflows

[Gary@ADL]

Hi @James Ainsworth - its a disabled process yes! good spot, i will re-route them all to the correct one, and come back to you if any problems,

 

many thanks 

Gary