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Configuring Error Codes | Outbound Email




Overview

It is not uncommon to receive Simple Mail Transfer Protocol (SMTP) error messages in bounced email. A mail server will reply to every request a client makes with a return code. These are often in response to SMTP commands that were corrupted between the email server that sent the email, and the receiving email server that is unable to deliver it.

This article helps configure your instance to handle error codes that are returned from the SMTP server. ServiceNow allows users to pre-define how specific error codes will be managed in the instance. Use the email module to instruct your ServiceNow instance on which error codes should be resent and which codes the instance should not resend (in cases when the mail server is temporarily disabled or unable to handle message processing). Additionally, users can define how the instance processes any codes that do not indicate whether they should be resent or not. By default, the requests for comments (RFC) values exist for the most common error codes in the base system.

 

Procedure

To configure your instance to handle error codes:

    1. Navigate to System Properties > Email
    2. Verify that the following properties are correctly defined:

       

      Field Description

      Do not resend email if these SMTP error codes are encountered.

      Enter a comma-separated list of SMTP error codes that prevent the instance from resending email.
      Resend email if these SMTP error codes are encountered. Enter a comma-separated list of SMTP error codes that force the instance to resend email. 

      Resend email if these SMTP error codes are encountered. For additional information, refer to Simple Mail Transfer Protocol.
      Resend email when unknown SMTP error codes are encountered. If "No", do not resend email when unknown SMTP error codes are encountered. Enable (true) or disable (false) resending email when an unknown SMTP error code is encountered. The instance only recognizes the SMTP error codes defined in the glide.smtp.defer_retry_ids property.

      Resend email when unknown SMTP error codes are encountered. If "No", do not resend email when unknown SMTP error codes are encountered.

      Note: The instance resends the notification only to the failed recipients, not to all receptionist again. The system continues to retry sending the notification for 24 hours, but you can override this length of time with the glide.smtp.abandon_threshold property. Specify the number of hours with this property.

    3. Click Save

 

Additional Information For details on other email properties that are used to configure email processing in ServiceNow, refer to Email Properties in the ServiceNow product documentation. 

Article Information

Last Updated:2017-01-13 07:56:48
Published:2013-03-04