CA Service Desk Manager SMTP email notifications are not working - SDM logs are getting flooded with messages like "domain not found".

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

CA Service Desk Manager SMTP email notifications are not working - SDM logs are getting flooded with messages like:

mm/dd hh:mm:ss.xx <server_name> pdm_mail_nxd 5072 ERROR hunny_mail_intf.c 1921 ThrdLogger Sess:45829:1:0 SMTP RCPT command failed Error (450) 4.1.2 <[e-mail]>: Recipient address rejected: Domain not found

mm/dd hh:mm:ss.xx <server_name> pdm_mail_nxd 5072 SIGNIFICANT hunny_mail_intf.c 1211 Send Mail retry scheduled

Environment

Release: UAPMAC990JPP-12.6 or higher
Component:  CA Service Desk Manager

Resolution

The error normally indicates that the mail server is rejecting the email because of some settings on the SMTP server.

One way to fix this is to:

• Login with an Administrator userid.
  
  
• Go to "Administration" tab.
  
  
• Options Manager.
  
  
• Select option "mail_smtp_hosts" and provide the correct SMTP host information. Consult your Email server admin for correct values.
  
  
• Restart Service Desk service.

Do engage your SMTP Admin to ensure correct values are obtained and any other possible issues could be addressed at the same time.