How to produce a block outbound email in servicenow?

Rain Vaine
Kilo Sage

‎08-06-2024 09:32 PM - edited ‎08-06-2024 10:11 PM

Hello experts,
We currently encountered a scenario wherein an email is blocked. It looks like this in the email logs:

RainVaine_0-1723004792484.png


When checked it seems that it reached the maximum in bounced email address logs:

RainVaine_1-1723004908384.png

And the email is blocked:

RainVaine_2-1723004970455.png


Does anyone of you have any knowledge on how to reproduce this scenario? I tried creating a record in bounce email address with state 'blocked' but it was still sending outbound email to the email address we did for testing.
We want to able to make an email blocked to test the workaround.
Just to add another details, I am using gmail for my smtp email account. Is it possible to set something in gmail to make email bounce?


Thanks and Regards
Vaine

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Sheldon  Swift
ServiceNow Employee
ServiceNow Employee

‎08-06-2024 10:15 PM

Hi @Rain Vaine - You should be able to create a Bounce Email Address [sys_blocked_email_address] record with your desired email address, Failed Count = 10, State = Blocked. AFAIK, it will only ignore the email if the blocked email is in the 'to' field.

 

Also, make sure the email address you block isn't in the "Send all email to this test email address (non-production testing)" field on your Outbound Email Configuration.