SMTP server connection error in PDI (https://dev76940.service-now.com)

[SwarnadeepNandy]

In my personal instance, outbound email is not working. Upon investigation I found out that SMTP configuration is not working. Not sure how to fix this?

This connection testing is also failing?

Any idea how to fix this issue? This is happening in my personal instance.

https://dev76940.service-now.com

Best Regards,

Swarnadeep Nandy

[Saurav11]

Hello

Go to sys_email_account.list and change the smtp server as relay instead of devrelay. The table is write protected with ACL.

So first you need to elevate your roles to security admin and then edit the write record ACL on this table sys_email_account and make it admin overrides box checked.

Save the aCL and then edit the record

Please mark answer correct/helpful based on impact

[SwarnadeepNandy · Accepted solution]

Yeah that can be done. But, if I had to change the connection settings for the SMTP server, will it not be better to create one and deactivate the existing one?

Does that mean, all existing PDIs have this issue?

I have a PDI in SanDiego and it is working fine. So, eventually, what I did was deactivated the existing configuration and created a new one, with below configuration. And this seem to work fine.

Server relaydev seem to be working fine.

Now the question that still remains, that ServiceNow updated the SMTP server configuration but has not updated the PDI's credentials. (Assuming this is the issue.)

As my instance is quite old, that's why I come to this conclusion.

Thanks,

Swarnadeep Nandy

[shloke04]

Hi,

Please follow the steps below to achieve your requirement:

Couple of things to note here. The red flag which are shown here is just using a client side operation, this however does not mean that there is an issue with email sending functionality.

Couple of places to check for this issue if email sending is not working as mentioned below:

1. 1. Navigate to System Scheduler > Today's Scheduled Jobs.

1. 1. In the Go to field, select Name and search for *SMTP Sender.
      
      
   2. In the corresponding result set, look at the Next Action field. When email notifications function properly, the value of this field, which indicates the next time the job runs, is not more than a few minutes from the time you opened the record. 

1. 1. If it is more than a few minutes, look at the State field and take the corresponding action based on these conditions:
      
      
      • • Error or Queued: If the State of the SMTP Sender jobs is set to either of these, select the fields and change them to Ready.
      
      
      • Ready or Running: If the value of the Next action field is more than a few minutes from the time you opened the record, open an incident in Hi and include the Next action value.

1. Right-click the form header and choose Refresh List. 
   
   The Next action field value should update. If the value is unchanged, open an incident ticket and include the value. 

Refer to the HI article below:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0523599

Also checkout for timeout property

• Email Reader processing time is <= 10000ms (this can be modified by system property "glide.email_diag.threshold.email_reader.runtime")

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0784213

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[SwarnadeepNandy]

Hi Shloke,

The queue is working fine. It is not stuck. Both the queue and the job is running fine. Its the connection issue with the instance's SMTP server.

Thanks,

Swarnadeep Nandy