Email notifications are not being sent out and files are growing in %NX_ROOT%\site\mail_queue folder as a result.

Products

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

Issue/Introduction

If the mail server is down or Service Desk is unable to connect to the email server to process email notifications, unsent emails are stored in %NX_ROOT%\site\mail_queue folder. These emails may not be processed once email server is up and running

Environment

Release: 14.1 and higher
Component: CA Service Desk Manage

Resolution

To resolve the issue, perform the following steps:

1. Switch to the folder $NX_ROOT/site/mail_queue.
2. Run the below command:

pdm_mail -c PROCESS_QUEUE

If you are running 17.3, please run:

pdm_mail -c sendq

1. Run the command multiple times until all the email files are sent out. If the service desk is unable to contact mail server, you may see below error in the stdlog file:
   
   

   pdm_mail_nxd     2784 ERROR  hunny_mail_intf 1549 ThrdLogger Sess:6:1:0 Unable to connect to mail servers (mailhost mail localhost). Last message: Can't connect to server at localhost Error (6) Connection refused.

2. If the above command does not process the emails, you need to kill the pdm_mail_nxd process, so that the Service Desk daemon manager will restart it. This will now process the files in the mail_queue folder when it restarts. If the daemon manager doesn't restart the process (it will only restart it 10 times), execute the command

   "pdm_d_refresh" 

   to reset the restart counter back to 0.