Provide a warning or alert if a notification to a customer has failed to send

Problem Definition

As a Service Desk Agent, I would like to see if an E-mail notification to a customer has not successfully left the Mail Queue.

Suggested Solution

Raise a flag that shows if there are Mail items in the outbound mail queue that have not been sent, or relevant items in the Outbound Error queue.

Use Service Desk Automation to bring the issue to the Agent's attention.

Workaround

• Have a System Administrator check the Mail queue for any problems.
• Use Third-party monitoring software to flag errors as they are reported in the Outbound mail logs.
• Trigger an event/update on the affected issue through an API call to bring the problem to the attention of the Agent.