Article Details
Product : ServiceDesk Plus
Category : ServiceDesk Plus >> Troubleshooting
 #100005 - Mail Sending

  1. Email Send Notification failed.
  2. Unable to send emails
    • Could not connect to SMTP hosts
    • Required Authentication to access mail server is disabled.
    • Required Authentication with wrong credentials
    • Relay Problems
  3. Request link in the notifications does not work.

1. Email Send Notification failed

Error trace in logs:

Exception while trying to send notification for Request ID: 6|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed.

javax.mail.MessagingException: Unknown SMTP host: sdplinmai3l.com;

nested exception is:

java.net.UnknownHostException: sdplinmai3l.com

at com.sun.mail.smtp.SMTPTransport.openServer(SMTPTransport.java:1280)

Solution:

Verify the following:

  1. Outgoing mail settings configured in ServiceDesk Plus.
  2. Verify whether your email server is configured to relay emails to the outside domain. If you are sending the mail to a outside domain, then verify the authentication details you have provided in ServiceDesl Plus.
  3. Probably the port in which the email notifications are sent is blocked by virus scanners. This can be checked with the command from the ServiceDesk Plus server machine: telnet <mailservername> 25. Typically SMTP is configured on port 25.

If the telnet command does not succeed, then the port has been blocked. If the command succeeds but cannot send the mail from ServiceDesk Plus, then the possible reason could be virus scanners blocking any request from java.exe application. Disable the block and verify with the issue.

Example:

telnet “IP address” “SMTP port number” (using command prompt)

ehlo india.adventnet.com

Information required for analysis:

Support Tab --> Support File

2. Unable to send emails

a. "Connecting to mail server(mail.adventnet.com)...Could not open connection to the host, on port 25: Connect failed"

Error trace in logs:

class javax.mail.MessagingException: Could not connect to SMTPhost: smtp, port: 25; nested exception is:

java.net.NoRouteToHostException: No route to host: connect

at javax.mail.Transport.send0(Transport.java:218)

at javax.mail.Transport.send(Transport.java:80)

Solution:

Port 25 is being blocked either by McAfee or Windows firewall. Please make sure nothing is blocking the connectivity to the mail server. Open the port 25 and try again.

Information required for analysis:

Support Tab --> Support File

b. Required Authentication to access mail server is disabled.

Error trace in logs:

Caused by: com.sun.mail.smtp.SMTPSendFailedException: -ERR USER NOT AUTHENTICATED

at com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)
at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)

Solution:

Provide the necessary credentials for authentication and try again.

Information required for analysis:

Support Tab --> Support File

c. Required Authentication with wrong credentials

Cause:

This occurs if the credentials provided in the Required authentication is wrong.

Error trace in logs:

Caused by: javax.mail.AuthenticationFailedException

at javax.mail.Service.connect(Service.java:306)
at javax.mail.Service.connect(Service.java:156)
at javax.mail.Service.connect(Service.java:105)
at javax.mail.Transport.send0(Transport.java:168)
at javax.mail.Transport.send(Transport.java:98)
at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1087)

Solution:

Provide the necessary credentials for authentication correctly and try again.

Information required for analysis:

Support Tab --> Support File

d. Relay Problems

Possible Cause:

  1. The SMTP server does not allow relaying unless you are sending email from a trusted IP or use proper authentication.
  2. Microsoft Exchange server: server is setup to block SMTP relaying.
  3. Some servers allow you to send email internally but not to external email addresses.
  4. Some SMTP servers require the Email User to login and check their POP3 email at least once on the given IP before they let that user send SMTP mail from that IP. Once the POP3 email is checked using a valid user/password, the computers IP is then automatically added to a safe list on the server. This is another way to prevent spam.
  5. Relaying denied is a common safety measure used by SMTP servers when a certain email address and its mail server are put on a blacklist for email relay spam violations. Many honest mail servers get put on this list because someone broke through and used their server to relay spam. There are various blacklists available and SMTP servers may subscribe to none, a few or many of these lists. Hence you may be able to send email to a blacklisted address through one SMTP server but not through another.

Error trace in logs:

INDEXINGDELIMITERS=",:@-. (){}" ENABLEPARTIALSEARCH="true" ENABLEDYNAMICINDEXING="true" ENABLEINCREMENTALINDEXING="false" POPULATE_FK_REL="false" STATUS="3" />|

[13:54:55:986]|[03-25-2009]|[SYSOUT]|[INFO]|[23]|: javax.mail.SendFailedException: Invalid Addresses;

nested exception is:

com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay

Solutions:

  1. Make sure with your email administrator that your email server is setup to allow SMTP relaying from trusted local internal IP addresses.
  2. Make sure that your computers IP address is on the list of trusted clients on the email server.
  3. Some email servers may allow relaying only if you log in and check email at least once from a given IP address. In this case, you can check your POP3 email first before sending SMTP email from a new computer.
  4. Some email servers allow SMTP relaying only if you log in and check email within the last 1 hour per day and so on. In this case, you should use the pop3 authentication method to send email.
  5. Some servers require you to authenticate before sending email. In this case, use the SMTP or java authentication method.
  6. Microsoft Exchange: make sure that your exchange server is configured to allow SMTP relaying either for trusted IP addreses or for users that are authenticated.

Information required for analysis:

Support Tab --> Support File

3. Request link in the notifications does not work.

Cause:

If ServiceDesk Plus server is moved or the alias URL under Self service Portal settings is changed, then this error may occur as the notification link will point to the old URL.

Solution:

Follow the steps to fix this issue,

  1. Under Admin, click on Notification Rules.
  2. Click on Customize Template beside the rule that shows a incorrect link.
  3. Delete the entry which read '$RequestLink’ in the Message box.
  4. Choose the 'Request Link' variable in the list beside Message box. This will populate a new entry ‘$RequestLink’ in the Message box.
  5. Select and copy the $RequestLink.

  1. Click on the 'Insert Web Link' icon (last icon at the top of message box).
  2. Delete the entire content inside the box and then paste $RequestLink inside it.
  3. Click on Save.