Email logging in SMAX

Idea ID 2807571

Email logging in SMAX

Hello,

We need to quite often to search SMAX logs for various of reasons one of those are Email problems. Right now SMAX logs only "from" address but not the "to" address. 

Right now we need to first check the problematic ticket number in SMAX, then we go into SMAX logs to search for this request id and after that one needs to go into SMTP server logs to find out who was the receiver in the email.

It would help tremendously if the actual receiver would be logged into SMAX logs.

Log file in question is global-volume/logs/xservices/platform/itom-xruntime-platform-******/maas/maas_mail.log

Tags (2)
9 Comments
Fleet Admiral
Fleet Admiral

two suggestions to improve:

  1. Add a debug option for mail logs to get more information if needed.
  2. Add email event log  in the agent interface. As this is often needed for notification/email related issues investigation.
Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

Captain Captain
Captain

Agree that solving e-mail issues right now is pretty hard to impossible right now. Difficult to find if an e-mail was actually send to the mail server, and which recipient.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

I also agree with @Misaq suggestions. This is especially pertinent in a SaaS environment where the Tenant owner does not have access to the suite/bo.

Cadet 3rd Class Cadet 3rd Class
Cadet 3rd Class

This is very much needed. We have customer reported that they are not getting notifications, and there because there is no way to find this in system we are unable to provide any justification.

Cadet 3rd Class Cadet 3rd Class
Cadet 3rd Class

Agents need to have a means in the interface of definitely knowing if and when an email was sent to a customer - and especially when resolutions are proposed or more information is requested from them and they haven't responded for a while

Commander Commander
Commander

Completely agree! Email logging is bad.

We see email failures in the log, but without any detail (what was the failure?). And cross checking SMTP logs (outside of SMAX) we can see some of the emails being actually sent...

Additionally, it would be very useful to log every email sent. Right now, we investigate missing emails, we don't know if they were even triggered by the workflows.

 

Commander Commander
Commander

as a saas provider, and an MSP provider to customers, we consistently field questions/complaints of "did Request X sent the ______ notification?" or "Customer says they didn't get emailed when their ticket was created."  Having been in this industry for 20 years, these questions are not new, and most solutions have provided the ability for AT LEAST the administrators to look in logs to show that email was sent out.  At the moment, SMAX doesnt provide detailed enough logging for the admin's to determine if it was sent, let alone WHO it was sent to.

 

i believe we need this capability.  

Captain
Captain

we need to see a reason as to the failure.  Currently we see no reason for the failure while wireshark shows in some cases the email was actually sent. 

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