Error: "Failed to send mail. Reason: javax.mail.SendFailedException: Failed to send the mail after trying with all the mail hosts" When Sending Notifications After an upgrade in Service Desk Manager 17.x

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

The following error appears in mail_nxd.log after upgrading Service Desk Manager 17.x:

Failed to send mail. Reason: javax.mail.SendFailedException:

Failed to send the mail after trying with all the mail hosts.

Cause

The Mail NXD options are empty in NX.env but shows up as installed in the application.

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

1. Go to Administration > Options Manager > Email

2. Confirm that the mail nxd are installed and not empty:

example:

MAIL_SMTP_HOSTS
MAIL_SMTP_DOMAIN_NAME
MAIL_FROM_ADDRESS
MAIL_REPLY_TO_ADDRESS

3. Go to NX.env and confirm the same options from above are empty:

example:

NX_MAIL_SMTP_HOSTS=
NX_MAIL_SMTP_DOMAIN_NAME=
NX_MAIL_FROM_ADDRESS=
NX_MAIL_REPLY_TO_ADDRESS= 

4. Re-install the options at application level > Restart Services

If AA environment : Restart STBY > Failover STBY > Failover BG > Restart application servers.