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

SwarnadeepNandy · ‎02-10-2022

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

SwarnadeepNandy · ‎02-11-2022

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

View solution in original post

shloke04 · ‎02-11-2022

Have you checked the email log folder on what is the status of email is it in "Sent" state or in which state? Can you share a screenshot from your instance similar to what I have shown below:

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

Regards,
Shloke

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

Regards,
Shloke

shloke04 · ‎02-11-2022

Did you try to refresh the setting couple of times and see if that get auto resolved or not.

Ideally a admin hardly has to change any setting here.

Regards,

Shloke

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

Regards,
Shloke

SwarnadeepNandy · ‎02-11-2022

Yeah, all those things are done.

Now, it is solved. It seems the ServiceNow's SMTP server got updated whereas configuration in PDI remained unchanged(typically for older instances). I created another SMTP configuration, as I am not able to modify the existing one and it worked.