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[Junos Space] Service Now is not sending incident notification alerts via email

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Article ID: KB30904 KB Last Updated: 29 Jun 2016Version: 1.0
Summary:

Service Now did not send email notification for some incidents that were triggered.

Symptoms:

In Service Now > Notifications > New Incident Detected, there are no filters configured. Service Now is expected to send email notifications for all new incident triggered by AIS.

For example, on a specific day, there were a total of 34 incidents reported but none of them were being notified to email recipients.

Cause:

The issue is due to the policies in the SMTP server, related to SPAM protection. In this case of email notification failure, Junos Space received the following error code from the SMTP server:

Requested action aborted; Our daily message limit was meant to stop spammers--we're sorry that it's getting in your way. You can wait a day to send your message.


Search in /var/log/jboss/servers/server1/server.log for the following error message:

ERROR [net.juniper.jmp.cmp.systemService.ejb.mail.SpaceMailSendUtility] (Thread-156045 (HornetQ-client-global-threads-1342179426)) com.sun.mail.smtp.SMTPSendFailedException: 552 5.3.4 Requested action aborted; Our daily message limit was meant to stop spammers--we're sorry that it's getting in your way. You can wait a day to send your message.ERROR [net.juniper.jmp.cmp.systemService.ejb.mail.SpaceMailSendUtility] (Thread-156045 (HornetQ-client-global-threads-1342179426)) Couldn't close transport javax.mail.MessagingException: Can't send command to SMTP host;

Solution:

Configure an alternate SMTP server and activate it. Ensure the SMTP server does not block the connection from Junos Space, detecting SPAM.

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