Troubleshooting Email and Notifications

Email and notification problems should be divided into message generation and message delivery.

Email troubleshooting

Check:

• mailbox or SMTP configuration
• credentials
• host and port
• security mode
• sender permissions
• recipient address
• provider errors

Incoming mail

Verify the message reached the configured mailbox before assuming the Helpdesk failed to process it.

Notifications

Confirm the triggering event occurred and the intended recipient was eligible.

Preferences

Review personal or system notification settings where applicable.

Delivery logs

Use available logs or provider responses to identify whether the message was generated but rejected later.

Controlled test

Send one known test in each required direction.

Good practices

Do not repeatedly rotate credentials or change server settings without evidence. Determine whether the failure is generation, routing, authentication, or delivery first.