Description
Verifying that an email event is created in the Event Log
Overview
If an email fails to send and does not appear in the Outbox or Sent mailbox, there may be an issue with the event it is linked to.
Procedure
To review the event log for issues:
- Navigate to System Policy > Event Log and locate the event in question.
If the event is not listed, open an incident ticket that includes the event name, the code that inserts the event, and where to locate the code (such as the particular business rule or workflow).
- Navigate to System Policy > Event Log and locate the event in question.
- After confirming that the event is listed, open the event record and verify that the State is set to Error.
If the State is not set to Error, open an incident and include the following value from the event record: Name, Created Time, and User ID fields.
- After confirming that the event is listed, open the event record and verify that the State is set to Error.
- Click the Reprocess Event related link.
- If the event fails to process, open an incident and include the following values from the event record: Name, Created Time, and User ID fields.
Video Tutorial
ServiceNow video tutorials are a great way to help find solutions. These video tutorials guide you, step-by-step, to a solution and provide common troubleshooting methods. This tutorial covers common issues, their causes, and the required steps to resolve them.