Notification email fails to be sent out with an error "550.5.5.0 Invalid EHLO/HELO domain"

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Notification emails cannot ben sent out and they are stored in mail_undeliverable folder. The mail_nxd.log shows the following error message.

> From mail_nxd.log,
--->
2024-02-10 11:12:44:626 ERROR  [mailNxdActorSystem-akka.actor.default-dispatcher-991] c.c.S.m.NXJavaMailMailer - Failed to send mail. Reason: {}
com.sun.mail.smtp.SMTPSendFailedException: 550 5.5.0 Invalid EHLO/HELO domain.

Cause

A SMTP server does not accept emails if there is no domain name. 

The captured SMTP packet shows "EHLO <host name>".

Resolution

The EHLO <server/IP Address> can only be controlled through the mail jar property "mail.smtp.localhost" and it cannot be input through Service Desk Manager (SDM). 

mail.smtp.localhost:
Local host name used in the SMTP HELO or EHLO command.
Defaults to InetAddress.getLocalHost().getHostName().
Should not normally need to be set if your JDK and your name service are configured properly.

So, in order for addressing the problem, you should try;

1. Add the fully qualified name of the SDM application server to the hosts file of the Exchange Server.
or
2. Add A record of the SDM application server to a DNS server referred by the Exchange server.
or
3. Change the Exchange server setting to accept the connection without the domain name.