If the intended email recipient fails to receive an email,
you can track and resend the email. Ensure that the communication
template is enabled for tracking a failed email and specify the SEND_FAILED
custom action in the Actions application.
Symptoms
The intended email recipient does not receive the email.
Causes
The most common reason that the intended email recipient
fails to receive an email, is the mail server rejects the email. A
mail server rejects an email if, for example, an email address is
invalid or if the service is interrupted when the sender is about
to send the email.
Diagnosing the problem
You can review the log statements that contain details
of the error messages that are associated with the failed email. For
example, if an invalid email address is entered in the email the invalid
address is output to the log statement.
Resolving the problem
- In the Communication Templates application, select Track
Failed Messages to ensure that the communication template
that is used to send the email is enabled for failure tracking.
- In the Actions application, specify the custom action SEND_FAILED in
the action field. The custom action enables
the email sender to resend the failed email for any application that
has a communication log.
- Associate the custom class SEND_FAILED with
an escalation to check how often an email fails to send and to resend
a failed email that is based on a condition.