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Title
Troubleshooting steps to perform if emails is not being received by the Kace SMA -
Description
List of troubleshooting steps if you are unable to receive emails sent by the Kace SMA. -
Cause
Issue is with the communication between the Kace SMA and the email server. -
Resolution
NOTE: The Kace SMA appliance has it's own internal SMTP server that can be used for delivery OR you can specify that it use your corporate SMTP server. To specify a SMTP server navigate to Settings | Control Panel | Network Settings. Click Edit Mode and enable Use SMTP Server.
The Kace SMA will send mail for the following items:
Daily reports to the administrator The Kace SMA General Settings Helpdesk ticket notifications The Helpdesk settings for each queue Critical Errors and Alerts Kace SMA General settings Email Alerts Kace SMA General Settings Scheduled Reports (4.1) Kace SMA Settings Steps to take::
- Test that the Kace SMA can send mail: Test test this by going to Settings | Support | Troubleshooting Tools. Under Troubleshooting Utilities choose email sending, set a recipient, and click test. Look at the result carefully for success or errors.
- Check the mail filters and spam filters to see if the mail was rejected or trashed: This is common because the Kace SMA may be using it's own mail server which is not approved by your system as a valid sender.
- Check the Kace SMA Network settings. If using your own SMTP server, then the Kace SMA will be relaying mail through it. Many SMTP servers must give permissions to servers in order to do this. If needed then allow the Kace SMA IP address to relay through your SMTP server
- Check Firewall settings. SMTP occurs over port 25. Perhaps there is a router or firewall or gateway preventing the Kace SMA from communicating with the internal SMTP and / or external SMTP servers.
Note: When testing the Service Desk functionality please use a different user account for the Submitter, Owner, Ticket CC, Category CC. This will allow you to view the full email flow.
For example: If you are testing the email notification after a comment is added to the ticket, you need to login to the appliance with a different account to add the comment and not the same one used to submit the ticket. The Kace SMA is not going to send you a notification if you are modifying your own ticket.