---
sourceDocument: Australia ServiceNow AI Platform Administration
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/platform-administration

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Administration

ft:clusterId :

    - platadm

bundleId :

    - platadm

workflow :

    - Platform


---

# Email diagnostics dashboard

# Email diagnostics dashboard {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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## Summary of Email diagnostics dashboard

The Email Diagnostics Dashboard in ServiceNow's Australia release offers administrators detailed visibility into email delivery metrics, helping to identify errors and improve overall email health.
Accessible viaAll \> System Notification \> Email \> Email notifications dashboard \> Diagnostics, it provides real-time insights into email operations over the past six hours, with manual refresh capability.
Show full answer Show less  
This dashboard is essential for monitoring and troubleshooting email delivery by tracking bounce management, delivery metrics, SMTP sender job health, error metrics, and connection status.

## Key Features

* **Email Health Overview:** Displays counts of emails by status, bounce types (hard and soft), throughput rate, average latency per email, job processing time, and email sending time, enabling quick assessment of email queue health.
* **Operational Overview:** Presents an up-to-date summary of email sending and reading operations.
* **Queue Overview:** Shows detailed insights into emails pending processing, retry statuses, successfully cleared emails, average processing latency, and trends in email creation and queue latency.
* **Job Overview:** Provides performance metrics of SMTP sender jobs including counts of emails sent, failed jobs, currently running jobs, completed jobs, average and maximum processing times, and trends in emails processed and job latency.
* **Error Log Overview:** Visualizes error occurrences, types, bounce counts, blocked email addresses, and top errors to facilitate rapid issue identification and resolution.
* **Connection Status:** Displays real-time status of all email accounts configured in the instance, allowing immediate detection of connectivity issues.

## Practical Benefits for ServiceNow Customers

* Enable proactive monitoring and management of email delivery health to reduce failures and delays.
* Identify and troubleshoot bounce issues and errors quickly through detailed error analytics.
* Optimize SMTP sender job performance by tracking processing times and job statuses.
* Maintain uninterrupted email operations by monitoring real-time connection status of email accounts.
* Gain actionable insights from email trends and queue statistics to improve email processing efficiency.

## Next Steps

To leverage this dashboard effectively, ServiceNow administrators should regularly review the diagnostics tab to monitor email system health, investigate any bounce or error patterns, and verify connection stability. Integration with related features such as Email Notifications Dashboard, Email Templates, and Notification Email Logs can further enhance email management and troubleshooting capabilities.  
The email diagnostics dashboards provide visibility in to email delivery metrics that can help in improving the email health by identifying errors and areas that need deeper investigation.

To access Email diagnostics dashboard, navigate to AllSystem NotificationEmailEmail notifications dashboardDiagnostics.  
Email diagnostics are available in a new tab within the Email Notifications dashboard for admins to track the following areas:

* Bounce management
* Email delivery metrics
* SMTPSender jobs health
* Error metrics and connection status
{#email-diagnostics-dashboard__ul_yfx_zmf_gfc}

Data is displayed for the last six hours and can be refreshed at any time.

## Analytics {#email-diagnostics-dashboard__section_q53_2cq_4fc}

Analytics provides comprehensive insights into the status and performance of your email metrics and enables you to monitor for all the email-related operations within your instance.{#email-diagnostics-dashboard__table_qjv_mcq_4fc__entry__2}

| UI component | Description |
|-|-|
| Email status | Email status is the total count of emails in each status category within the email queue for the displayed time frame. |
| Bounce management | Bounce management shows the total number of hard and soft bounces received due to delivery failures within the displayed time frame. |
| Throughput rate | The average number of emails sent per minute during the displayed time frame. |
| Avg Latency per email | The average time taken to move emails from send-ready state to sent state within the displayed time frame. |
| Avg Job processing time | The average time taken by an SMTP sender job to complete the email processing within the displayed time frame. |
| Avg email sending time | The average time taken for an email to be relayed to the SMTP server within the displayed time frame. |
[Table 1. Email health overview]

{#email-diagnostics-dashboard__table_qjv_mcq_4fc}

Operational overview

The operational overview gives the overview of email sending and reader operations for the displayed time and can be refreshed to fetch the latest updated status.
Figure 1. Operational overview

Queue overview  
Queue overview gives insights into all email records including the records pending for processing and their status.Figure 2. Queue overview {#email-diagnostics-dashboard__table_ovv_f3k_pfc__entry__2}

| UI component | Description |
|-|-|
| Emails in send-ready status | The number of emails that are ready to be picked up for processing. |
| Emails in retry status | Then number of emails that encountered delivery failures and are scheduled for reprocessing. |
| Emails cleared from the queue | The number of emails processed successfully during the displayed timeframe. |
| Avg Latency | The average time taken to process each email successfully and move it out of the queue. |
| Email creation trend | The trend of email records created in sys_email table at various intervals. |
| Queue latency trend | The average latency trend at various intervals for all jobs within the displayed timeframe. |
[Table 2. Queue overview]

{#email-diagnostics-dashboard__table_ovv_f3k_pfc}

Job overview  
A Job Overview is a consolidated view that displays the status, performance, and metrics, giving administrators and users a quick insight into their operational state. Only processed jobs insights are displayed and jobs that are currently in execution are excluded.Figure 3. Job overview {#email-diagnostics-dashboard__table_msv_53k_pfc__entry__2}

| UI component | Description |
|-|-|
| Emails sent | The number of emails sent successfully within the displayed timeframe. |
| Jobs failed | Total number of jobs that failed during execution within the displayed timeframe. |
| Currently running job | Jobs currently in execution during the displayed timeframe (real-time status). |
| Job completed | Jobs that completed execution within the displayed timeframe. |
| Job processing avg time | Average time taken to process emails per job within the displayed timeframe. |
| Job processing max time | Maximum time taken by a job to process emails within the displayed timeframe. |
| Email processed trend | Displays the trend of emails processed by all sender jobs within the displayed timeframe. |
| Job latency trend | Displays the trend of average latency at various intervals for all jobs within the displayed timeframe. |
[Table 3. Job overview]

{#email-diagnostics-dashboard__table_msv_53k_pfc}

## Error log overview {#email-diagnostics-dashboard__section_dfn_hcq_4fc}

Provides a quick, visual summary of all the errors occurrences, types, and trends to enable quick identification of issues.  
{#email-diagnostics-dashboard__table_aq1_bjk_pfc__entry__2}

| UI component | Description |
|-|-|
| No. of errors | Displays total number of errors during the displayed timeframe. |
| Blocked email addresses | Count of email addresses that are blocked due to bounces during the displayed timeframe. |
| Hard bounce | Count of hard bounces within the displayed timeframe. |
| Soft bounce | Count of soft bounces within the displayed timeframe. |
| Top errors | Displays the top 5 errors with their counts within the displayed timeframe. |
| Bounce trend | Displays the hard and soft bounces received over the period displayed in the timeframe. |
[Table 4. Error overview]

{#email-diagnostics-dashboard__table_aq1_bjk_pfc}

Error Log

An error log captures and provides information about issues, failures, or unexpected events that occur within the instance.

## Connection status {#email-diagnostics-dashboard__section_ivq_3cq_4fc}

Figure 4. Connect status

Connection status displays the real time status of all email accounts configured in an instance.
**Related concepts**   

* [Email notifications dashboard](https://www.servicenow.com/docs/7w9gLUk1hgdIguY6LdmvSA "The email notification dashboard provides visibility into key metrics and enables admins to configure the dashboard to enable access to other users.")
* [Email templates](https://www.servicenow.com/docs/1UcF1oidqHjvH5Ns8OL1jg "Email templates enable administrators to create reusable content for the subject line and message body of email notifications.")
* [Email layouts](https://www.servicenow.com/docs/Kxp0niVjdVEeJbibbk6~rQ "Create reusable content for the message body of email templates.")
* [Email retention](https://www.servicenow.com/docs/6oN7F2J9quVPe27oM8fnEw "You can archive and eventually destroy email messages that you no longer need or if your Email table is excessively large.")
* [Watermarks on notification emails](https://www.servicenow.com/docs/ddxOaboR2DYrjHfmbzG6IQ "By default, a unique watermark label will be generated at the bottom of each notification email to allow matching incoming email to existing records.")
* [Email digests](https://www.servicenow.com/docs/CMni76waFoQqBH9zjw3lUQ "An email digest is a single email that summarizes the activity for a selected notification and its target records during a specified time interval. You can enable an email digest to reduce the number of notifications received when frequent updates to the associated records occur within a short time period.")
* [Domain separation and Notifications](https://www.servicenow.com/docs/z2mlKcCb9O4aXDNiNbqQlA "Domain separation is supported in the Notifications application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.")
* [Notification email logs and diagnostics](https://www.servicenow.com/docs/D_yFPyVFKtPooU6ZggERxg "Use logs and diagnostics to monitor notification email delivery, identify issues with individual emails, and check recipient details.")  
**Related tasks**   

* [Create notification categories](https://www.servicenow.com/docs/DASk94Dmhx2~I72XCdR17w "You can create notification categories to identify and group related notifications that are listed in the notification settings for your users.")
* [Create an email notification](https://www.servicenow.com/docs/vaPuVLOcN_zPS8jyrTPDmw "Create an email notification specifying when to send it, who receives it, what it contains, and if it can be delivered in an email digest.")
* [Parse an email thread](https://www.servicenow.com/docs/dW4sdZAsP3OLWhP~rkVw7w "When an email is received, parse the most recent message in an email thread by creating Email Reply Separators using specified string or regular expressions.")

*[\>]: and then