Campaign Content Emails not receiving in Outlook

[dileep0146]

Hi All,

I have created Campaign, Campaign Bundles and the Content Email for demo.. The emails in the logs are showing as Sent from ServiceNow and not receiving in outlook. 
But, other than Content emails, I am receiving the other emails, please check Query 2 screenshot.

I have checked Junk folder as well

Please check and suggest

[Chiranjeevi VR]

Hi @dileep0146 ,

However, the Content Emails are not being received in the recipient's Outlook mailbox, despite the outbound email logs in ServiceNow showing the status as Sent.

Investigation Steps

1. Verify Outbound Email Logs in ServiceNow

Navigate to System Mailboxes → Outbound → Sent.

Identify the affected Content Email records.

Verify the recipient address, subject, creation timestamp, and email status.

Review the corresponding sys_email records for any delivery errors or SMTP response details.

2. Validate Email Generation

Verify whether the Content Email is being generated correctly.

Check the Campaign and Campaign Bundle associations.

Validate the recipient configuration and email address mapping.

Confirm that the email content is generated and processed without errors.

3. Check SMTP Delivery

Review the outbound email configuration in ServiceNow.

Verify whether the SMTP server has accepted the email for delivery.

Check for SMTP response codes, delivery failures, or rejected messages.

4. Perform Microsoft 365 Message Trace

Request the Exchange/Microsoft 365 administrator to perform a Message Trace.

Use the recipient email address, sender address, and approximate timestamp.

Verify whether the email was received, rejected, quarantined, or filtered by Exchange Online.

5. Compare with Successfully Delivered Emails

Compare the affected Content Email records with other ServiceNow-generated emails that are being delivered successfully.

Check differences in sender address, email headers, recipients, and delivery configuration.

Current Observation

Other ServiceNow-generated emails are being delivered successfully to Outlook, whereas only the Content Emails are experiencing delivery issues. The Junk folder has also been verified.

Therefore, the investigation will focus on identifying whether the issue is related to Content Email generation, outbound SMTP processing, or Microsoft 365 email filtering

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thankyou

Chiranjeevi