CA Service Desk Manager emails are not getting delivered - logs are getting flooded with "access denied" message.

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

CA Service Desk Manager emails are not getting delivered - logs are getting flooded with :

mm/dd hh:mm:ss.xx <server_name> pdm_mail_nxd 3596 ERROR hunny_mail_intf.c 1921 ThrdLogger Sess:23310:0:0 SMTP RCPT command failed Error (554) 5.7.1 <unknown[xx.yy.zzz.ww]>: Client host rejected: Access denied

Where:

mm = month       
dd = day 
hh = hour
mm = minute
ss = second
xx = millisecond 
<server_name> = name of the server
xx.yy.zzz.ww = ip address

Solution:

One of the basic reasons behind this is that the credentials to access the SMTP server are wrong. To fix this, login to CA SDM with an Administrator userid

• Go to "Administration" tab.
  
  
• Options Manager.
  
  
• Select option "mail_login_password" and "mail_login_userid" and provide the correct userid and password.
  Consult your Email Server Administrator for correct values.
  
  
• Restart Service Desk service.

You may also need to check with your SMTP administrator to ensure that the account did not get blocked out and/or the CA SDM Primary server was not added to the SMTP server's denied list somehow.

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: