Lesson 3
Email Logs
In ServiceNow, email logs are a crucial tool for troubleshooting email-related issues. They provide a detailed record of all email activity, including sent, received, and ignored emails. This information helps identify and resolve problems like duplicate emails, failed deliveries, or incorrect recipient configurations.
Accessing Email Logs:
- Navigate to System Logs > Email.
- Alternatively, you can access the email logs through the sys_email table.
Understanding Email Log Types:
- Receive: Indicates an inbound email that has been processed.
- Receive-ignored: Indicates an inbound email that was ignored, potentially due to an invalid sender or other configuration issues.
- Send-ready: Indicates an email that is queued and ready to be sent.
- Sent: Indicates an email that has been successfully sent.
- Send-ignored: Indicates a sent email that was ignored, potentially due to an error during the sending process.
- Send-failed: Indicates an email that failed to send, often due to an error in the email configuration or delivery process.
Troubleshooting Duplicate Emails:
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Check Notification Setup:
Verify the notification conditions and settings in System Notification > Email > Notifications.
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Review Business Rules:
Examine any business rules or scripts that might be triggering the notification multiple times.
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Inspect Workflow:
If a workflow is involved, ensure it’s not looping or triggering the notification repeatedly.
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Examine Activity Logs:
Check the activity logs or comments section of the relevant record for multiple email entries.
Key Considerations:
- By default, access to email logs is restricted to users with the admin role. You can grant users access to email logs without giving them full admin privileges by assigning the email_admin role.
- The email logs also include information about the email’s sender, recipient, timestamp, and attachments.
- Understanding the different email log types is essential for effectively troubleshooting email-related issues in ServiceNow.