SOST - email sent successful but recipient did not receive the email

[philip0929]

Hi guys,

As you can see in SOST, the email was sent successfully but the recipient was complaining the she did receive the email.

Upon investigation, I noticed that the job SAPCONNECT INT SEND took 30mins to complete.

Would you know why is that in SOST, the email was sent succesfully but the recipient did not recieve the email?

[S_Sriram · Accepted solution]

Hi Philip.

1. Could you check with your email admin team to trace the status of external email in the mail server side

2. If possible add one more recipient email id on the same mail to check email getting delivered or not?

Regards

SS

[philip0929 · Accepted solution]

We raised it to email server team and they said there is an issue: sender address rejected: Domain not found.

Only 1 user is affected.

[kaus19d]

Hi Philip Astorga,

It is a very common scenario when you send such emails to external users. Generally if you send the mail to the internal users within your network then would probably get instantly. If the external user mail id is used for first time use, then it takes longer duration.

Couple of facts involved here,

Networking:- packets are blocked from sending external communication. Network drop in between sending & receiving, so the mail does not get send actually, so requires to resend the mail, general known scenario

E-mail filtering server in the organisation during Send:- In many organisations, they would use e-mail filtering Servers which could filter out the lengthy mails, especially with attachments as junk mail

End User:- Mail box Spam folder check:- Probably the End-User already has received the mail but not in Inbox, in Spam or Junk-mail folders, as the recipient is external to that mail-id also

E-mail receive filtering Server in Recipient Organisation:- In many organisations, mails from such unknown mail-ids are filtered in the E-mail filtering server not to reach the Recipient Mail-Box. They do filter as bigger attachment mails, long Junk mails, external unknown sender mail-id. So, its also possible that your triggered mail has reached the Recipient organisation Mail-Filtering server. Please ask the recipient to check with recipient organisation IT Team if they have filtered your mail

Remember, once the mail is triggered-successful/sent from SAP, it would show successful Green in SOST. It would not know all the hindrances mentioned above in between.

In my personal experience, even I tried mail via SM02 to my gmail id, from my organisation SAP, i mean my mail-id added in SU01, so it took almost a day to reach in my gmail-mailbox.

So, another test is to simply trigger via SM02, how much time it takes

Could it be possible to check the other External Users if they also did not receive the mails

Thanks,

Kaushik

[S_Sriram]

Hi Philip.

In this case you have to check with your email admin team. there no problem in the SAP system.

Regards

SS

[philip0929]

Don't you think the issue is on the rconnect job running too long??

[S_Sriram]

Hi Philip.

Create a any user id by using the transaction code SU01 and add the email id which you are tring to send email from SAP.

Regards

SS

[philip0929]

After resend, the user received the email. SAP is sending hundreds of emails to external email and only 1 user is having issue. the job that sends email rconnect ran for 30mins which is too long compare to previous runs seems the issue.

[S_Sriram]

Hi Philip.

For workaround, you can define the email id any one of the user id in SAP system(getting failed email id) and then try to send again it will reach recipient.

Regards

SS

[philip0929]

How to do that??

[Shabeer]

Is this issue with only specific email or with all the emails?

Did you check in junk/spam emails.

[philip0929]

Only 1 user is affected. The email was not in spam/junk.

[S_Sriram]

Hi Philip.

1. If you are sending any mails from SAP, whether she getting or not? If it yes then you have to check with Email server team, at the same time from SAP SOCT says successfully

2. For end user external email id config ed in the transaction code SU01 ?

3. Could you explain in detail about the email trigger from SAP(program / transaction / reports) to email server ?

Regards

SS

[philip0929]

1. She did not get the email. We send email from SAP to external email address. It is successful in SOST and SCOT.

2. User is not existing in SU01 because the recipient is external.

3. There is a program that sends an email to the customers. Our email domain sends the email to customers email.