Solving Problems in Sending Email

Last modified on 2023/08/03 10:55

In order for emails to be sent correctly in Service Manager, recipients must meet certain constraints.

  • The E_MAIL field must contain a valid email address for the email server.
  • The LANGUAGE_ID field (interface language) must be specified in the database.
  • The NOTIFICATION_TYPE_ID field (type of notification) must be specified in the database with only this value, Mail. In the Employee form, this value can be found in the Notification field.


  • When sending emails to a group:
    • If the email address of the group is specified, all members of the group will be notified via this email address.
    • If the email address of the group is not specified, the notification will be sent to all group members using their individual email addresses.


  • We recommend that you check the values in the database because the result in the Service Manager interface may be misleading. A given value may be specified in the form but missing from the database because it is inherited from default platform values.
  • When sending emails to a group, if just one group member's email address is incorrect, no one in the group will receive the email or notification.

Procedure: How to solve email sending problems

Step 1: Check the fields in the AM_EMPLOYEE table

1. Check that the E_MAIL, LANGUAGE_ID and NOTIFICATION_TYPE_ID fields are specified in the AM_EMPLOYEE table using an SQL query.


SELECT employee_id,last_name,language_id,notification_type_id,e_mail
FROM   am_employee
WHERE  last_name IN ( 'Leblanc, Fred', 'Morley, Frédérique', 'Gounod, Franck' )  


          Diagnosing sending email - check table.jpg

Step 2: Check information when sending emails to a group

1. Go to the Group form and check that the Email Alert option is selected. This is the value in the MAIL_ALERT field in the AM_GROUP table.

2. Check that the LANGUAGE_ID field is specified in the AM_GROUP table.

3. Check that the email addresses of the group and of its members are valid for the email server.

  • Check the email address of the group specified in the Group form.
  • Check the email addresses of all group members in the database if the group does not have an email address.


SELECT g.group_id,g.group_fr,e.last_name,e.language_id,e.notification_type_id,e.e_mail
FROM   am_group g
      INNER JOIN am_emplgroup eg
              ON eg.group_id = g.group_id
      INNER JOIN am_employee e
              ON e.employee_id = eg.employee_id
WHERE  group_fr = 'Postes de travail France'  


          Diagnosing sending email - group.jpg


Step 3: Correct the empty or incorrect fields in the database

1. Make the required modifications to the empty or incorrect fields.

  • You can do this directly in the database using an UPDATE query.
  • You can also do this in the Employee form in Service Manager.

Step 4: Contact the Technical Support team

   Only for customers using the on-premises solution.

If the problem persists, you should declare an incident on the EasyVista Support site and provide the requested elements. Once the elements you provided have been analyzed, the EasyVista Support team will communicate the solutions to solve your problem.

1. Copy the result of the query you ran to check your database with all of the email recipients and paste it in a file.

2. Retrieve the daily log files on the application server, once you have purged them and reproduced the email sending problem.

  • Go to the EasyVista > Tools > Server > MSSQL > Log folder containing the SmoServer logs.
  • Provide the SMO_MSSQLMail.xml logs on the email server.

   For Service Manager Oxygen versions and later, a smoMail component is used as a relay between Service Manager and the email server. In this case, you should provide the logs for the smoMail component.

3. Create an incident on the EasyVista Support site.

4. Attach the above elements to your incident, i.e. query results and logs.

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