Email notification not sending: outbound email failed

SMTP server configuration is incorrect or the SMTP server is unreachable, preventing ServiceNow from connecting to send emails. (high likelihood)

The sender email address configured in the notification or email account is blocked, invalid, or not authorized to send emails through the SMTP server. (high likelihood)

The email account record is inactive or has incorrect authentication credentials for the SMTP server. (medium likelihood)

Network connectivity issues or firewall restrictions are blocking outbound SMTP connections from the ServiceNow instance. (medium likelihood)

SMTP server has rate limiting or anti-spam policies that are rejecting emails from the ServiceNow instance. (low likelihood)

Step 1: Navigate to System Diagnostics > Logs > System Log and filter by 'email' or 'notification' to locate the specific error details and timestamp.

Step 2: Check the Outbound Email Log at System Mailboxes > Administration > Outbound Email Log to review failed email attempts and identify specific SMTP error codes.

Step 3: Verify the email account configuration at System Mailboxes > Administration > Email Accounts, ensuring the account is active and SMTP settings are correct.

Step 4: Test the SMTP connection by navigating to the email account record and using the Test Connection functionality to verify connectivity and authentication.

Step 5: Review the notification record that failed by checking System Notification > Email > Notifications and verify the sender address is properly configured and not blocked.

Step 6: Check system properties under sys_properties.list for email-related configurations like glide.email.smtp.active and ensure outbound email is enabled.

Step 7: If using external SMTP servers, verify network connectivity by testing port connectivity to the SMTP server from the ServiceNow instance.

Step 8: Retry sending the notification manually from the notification record or trigger a test email to confirm the issue is resolved.