CA Service Desk Manager SMTP email notifications are not working - SDM logs are getting flooded with messages like "domain not found".

Document ID : KB000018736
Last Modified Date : 14/02/2018
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Description:

CA Service Desk Manager SMTP email notifications are not working - SDM logs are getting flooded with messages like:

mm/dd hh:mm:ss.xx <server_name> pdm_mail_nxd 5072 ERROR hunny_mail_intf.c 1921 ThrdLogger Sess:45829:1:0 SMTP RCPT command failed Error (450) 4.1.2 <email@xxx.com.br>: Recipient address rejected: Domain not found

mm/dd hh:mm:ss.xx <server_name> pdm_mail_nxd 5072 SIGNIFICANT hunny_mail_intf.c 1211 Send Mail retry scheduled

Where:


mm = month       
dd = day 
hh = hour
mm = minute
ss = second
xx = millisecond
<server_name> = name of the server
email@xxx.com.br 	= email

Solution:

The error normally indicates that the mail server is rejecting the email because of some settings on the SMTP server.

One way to fix this is to:

  • Login with an Administrator userid.

  • Go to "Administration" tab.

  • Options Manager.

  • Select option "mail_smtp_hosts" and provide the correct SMTP host information. Consult your Email server admin for correct values.

  • Restart Service Desk service.

Do engage your SMTP Admin to ensure correct values are obtained and any other possible issues could be addressed at the same time.