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Suddenly we are unable to send emails from Service Desk

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Adeel Mehmood
Respected Contributor.

Suddenly we are unable to send emails from Service Desk

Hi,

we are using Service Desk 4.5 SP 17. we are having problem in Sending email from Service desk . how can we trouble shoot this .

form Application server or Unix Server .
we have already seen the Logs form
C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\server\log\logserver.txt

but didnot got any help from them . just gives us a message that unable to send email to abc@xyz.com email .

kinldy guide .
Best regards,
Adeel Mehmood
10 REPLIES
raam.mk
Respected Contributor.

Re: Suddenly we are unable to send emails from Service Desk

Hi,
Adeeel go to system panel-E mail properties
check for Email server and smtp port settings.At the bottom check E mail debug try sending a test Mail .
Try these let me know..
Adeel Mehmood
Respected Contributor.

Re: Suddenly we are unable to send emails from Service Desk

why did i get that email debug file .


is it the address ::

C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\server\log\logserver.txt


adeel mehmood
raam.mk
Respected Contributor.

Re: Suddenly we are unable to send emails from Service Desk

hi Adeel,
Try to send the Test Mail check for the log file.
Possibility emails are not forwarded to the smtp Server or smtp server not accepting mails from service desk.
Mark O'Loughlin
Acclaimed Contributor.

Re: Suddenly we are unable to send emails from Service Desk

Hi,

did it work before? Are the mail settings in the admin console correct and valid?
Mario Brackeva
Super Contributor.

Re: Suddenly we are unable to send emails from Service Desk

Adeel,

I had to deal with a similar issue a while ago.

Apparently Java based applications cache IP addresses when they start up. If the IP address of your mail server, or relay server has changed, that could cause the issue, even if the change was supposed to be transparent because all applications supposedly use DNS...

Restarting Service Desk fixed the issue for me. We had the same issue (and resolution) with other Java server apps.

Better first check if such a change occured before restarting the application, maybe it's something else...
Adeel Mehmood
Respected Contributor.

Re: Suddenly we are unable to send emails from Service Desk

thanks to all for your suggestions . i m working on your suggestions.
can anyone of you tell me where i have to set email SMTP settings for Service Desk in
Database server . we are running DB server on HP UX 11.11.Kindly guide us .

The Forget Password funcaionality of Service Pages is not working .

what should i do .. ?

thanks.
Adeel Mehmood
Mark O'Loughlin
Acclaimed Contributor.

Re: Suddenly we are unable to send emails from Service Desk

Hi,

go into the admin console-system look under general and email tabs for the email settings. You can also do the test mail from there
Adeel Mehmood
Respected Contributor.

Re: Suddenly we are unable to send emails from Service Desk

i m unable to send TEST email .

can you please tell me , what are the files in HP UX which needs to be updated regarding Email settings for Serice Desk.

thanks.
Ashly A K
Acclaimed Contributor.

Re: Suddenly we are unable to send emails from Service Desk

hi!

Are you able to telnet to the port 25 of the email server, from the SD Server ?

Ashly A K
http://geocities.com/helponhpopenview/
http://www.geocities.com/helponhpopenview
Ruth Porter
Acclaimed Contributor.

Re: Suddenly we are unable to send emails from Service Desk

Hi there,

With outbound email all HPSD does is forward it to the smtp server on the port you have specfied in the email settings in Tools>System>System Settings>Email.

So if this is failing look at any logs on the email system to see what they say.

You should only need to amend the HPSD settings if something changes about the smtp server: 9e.g. port changes, DNS name changes etc) or possibly if something like a foirewall has been put in place between HPSD server and the email server.

Hope this helps, Ruth
http://www.teamultra.net