Layton ServiceDesk - Troubleshooting - Incoming Email Stops

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Basic Troubleshooting Steps

If incoming email is not being processed, check the following:

1. Ensure that your mail server is functioning correctly and that the mailbox is available.
2. Ensure that POP3 and IMAP are configured on your mail server.
3. If POP3 has been the configured incoming method, restart all POP3 services on the mail server.
4. Ensure that your incoming mail settings are correct. Do a test to make sure.
5. Ensure that Auto Import Settings are turned on.
6. Ensure that the LaytonServiceDesk Windows service is running in Windows Services console. If it isn't, try to start it. If it won't start, note any error message.
7. Right-click the Incoming Email button and open it in a new tab or window.
8. If there are emails in the Incoming Email Queue, delete the earliest email and restart the LaytonServiceDesk service, then log out of Layton ServiceDesk and back in. Check the queue to see if the email is being processed. By refreshing the Incoming Email page, you'll see if the length of the queue is reducing.
9. Try to manually process an email. If you can do so, then that helps narrow the cause of the issue.

If these steps do not resolve the issue, then send the latest log file.

If you want to delete all email in a bulk operation, here is the procedure.

Other Factors

Mismatched Email Address

Layton ServiceDesk compares the email address of the incoming email with that of the End Users. If it doesn't find a match, it won't import the email, which can be done manually.

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