When a non delivered notification message leaves the mail_queue folder and go to mail_undeliverable folder

Document ID : KB000097555
Last Modified Date : 22/05/2018
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Introduction:
When a non-delivered notification message leaves the mail_queue folder and go to mail_undeliverable folder?
Question:
When a non-delivered notification message leaves the mail_queue folder and go to mail_undeliverable folder?
Environment:
Ca Service Desk Manager 14.x / 17.x
Answer:
The email is considered undeliverable when the mail server rejects the email as bad, had an error, and mail server could not process the email.
There are obviously various reasons for that. When that happens, an error message is written to STDLOGs with the reason provided by the mail server.
At this point, the mail is moved to site/mail_undeliverable folder.
The error message has the following info.
"ERROR hunny_mail_intf.c 1396 Unable to send message. Message("message id") Reason("the reason for failure")"