PDI Email Sending is Not Operational

[Rick Forristall]

When I try to send emails from my PDI the emails log shows send-ready and never changes. When I review email diagnostics I see that email sending is non operational. https://dev51688.service-now.com/

[Musab Rasheed]

Hi Rick,

Go through below.

https://developer.servicenow.com/dev.do#!/learn/learning-plans/quebec/new_to_servicenow/app_store_learnv2_automatingapps_quebec_exercise_outbound_email_configuration

https://community.servicenow.com/community?id=community_question&sys_id=21640b69dbd8dbc01dcaf3231f961995

https://community.servicenow.com/community?id=community_question&sys_id=c7a3f38edb2e7bc4e0e80b55ca961945

[Rick Forristall]

Thanks @Musab Rasheed for your reply.

All of the settings in each of these links is already properly set, yet emails will not send. Inbound emails works, but outbound just stay in send-ready state.

[Rick Forristall]

For anyone following this post - I found this community article that helped. Running a scripts - background script I changed the server value from devrelay to relay and that seemed to help.

https://community.servicenow.com/community?id=community_question&sys_id=a95163101ba718106531ea89bd4bcbc7

Here's the script I used - you will need to set the sys_id for the ServiceNow SMTP email account.

var emailAccountSysID = "f3671310372113004c42ded993990ed7"; //ServiceNow SMTP
var emailAccount = new GlideRecord('sys_email_account');
if (emailAccount.get(emailAccountSysID)) {
	var name = emailAccount.getValue('name');
	var server = emailAccount.getValue('server');
	gs.info("email account: " + name + " Server: " + server);
	var newServer = 'relay';
	emailAccount.setValue('server', newServer);
	emailAccount.update();

}

I also had to change the From email address in the ServiceNow SMTP email account from:

dev51688@servicenowdevelopers.com

to

dev51688@service-now.com

[Kalaiarasan Pus]

This solved my problem as well. Thanks a lot. Updated the script to take care of manual steps.

var gr = new GlideRecord("sys_email_account");
gr.addEncodedQuery("name=ServiceNow SMTP");
gr.query();
if (gr.next()) {
    gr.from = gs.getProperty('instance_name') + '@service-now.com';
    gr.server = 'relay';
    gr.update();
}