CA Service Desk Manager emails are not getting delivered - logs are getting flooded with "access denied" message.

Document ID : KB000018460
Last Modified Date : 14/02/2018
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Description:

CA Service Desk Manager emails are not getting delivered - logs are getting flooded with :

mm/dd hh:mm:ss.xx <server_name> pdm_mail_nxd 3596 ERROR hunny_mail_intf.c 1921 ThrdLogger Sess:23310:0:0 SMTP RCPT command failed Error (554) 5.7.1 <unknown[xx.yy.zzz.ww]>: Client host rejected: Access denied

Where:


mm = month       
dd = day 
hh = hour
mm = minute
ss = second
xx = millisecond 
<server_name> = name of the server
xx.yy.zzz.ww = ip address

Solution:

One of the basic reasons behind this is that the credentials to access the SMTP server are wrong. To fix this, login to CA SDM with an Administrator userid

  • Go to "Administration" tab.

  • Options Manager.

  • Select option "mail_login_password" and "mail_login_userid" and provide the correct userid and password.
    Consult your Email Server Administrator for correct values.

  • Restart Service Desk service.

You may also need to check with your SMTP administrator to ensure that the account did not get blocked out and/or the CA SDM Primary server was not added to the SMTP server's denied list somehow.