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Home > Administrator Guide > Setup > Email > Email Log

Email Log

The Email Log facility allows an Administrator to access a complete list of email activity that occurs within the service management application. This enables an Administrator to determine whether an email is successfully sent or if it has failed. If an email fails to send, the system provides an explanation for the failure.

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The Email Log screen has the following filter views:

Filter

Description

All Mail

Displays all email activity.

Inbound Mail

Lists the emails that have been sent to the system.

Inbound Mail Errors

List the emails received by the system mailbox in error (i.e., from email addresses with no account.)

Outbound Mail

Lists the emails that are sent from the application by Users.

Outbound Sys Mail

 

Lists the emails that are automatically sent by the system e.g. Escalations, SLA breaches.

 

Search Email Activity

Administrators can conduct searches on inbound and outbound emails recorded in the system Email log.

 

To search for an email as an Administrator:

  1. Go to the Setup>Email>Log tab

  2. Select the Search button

  3. Define:

    Option

    Start Date

    Enter the earliest relevant date for the system to include in the search.

    End Date

    Enter the latest relevant date for the system to include in the search.

    Direction

    Define if the search is to include either inbound or outgoing email.

    Status

    Define the email status option to be searched:  

    • Sent email

    • Failed to send email

    • Email set a Pending status

    • Email Sent with Errors.

  4. Click Search.