Documentation forSolarWinds Service Desk

Email logs

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SolarWinds Service Desk (SWSD) offers a comprehensive email log. The log is a detailed deliverability report on all emails sent from your SolarWinds account. Email logs can help administrators determine whether recipients are reading the emails they receive and troubleshoot deliverability errors.

Common deliverability events include:

  • Invalid email. Email address or domain name was invalid, or an ISP reports that the email supplied is invalid.
  • Block. Blocks occur when an email address does not exist in the domain or the destination mailbox is over quota.
  • Bounce. Bounces occur when your email has not been successfully delivered and the reported reason is the email bounced.
  • Processed. This event fires when an individual message is received and prepared to be delivered.
  • Dropped. This event lets you know when an email has been dropped. It also provides a reason for the drop, for example spam content.
  • Deferred. An email cannot immediately be delivered, but it hasn’t been completely rejected. Attempts to deliver continue for 72 hours.
  • Delivered. The email was accepted at the receiving server.


ITSM customers ESM customers
Setup > Account > Email Logs Organization (or Service Provider) > Setup > Account > Email Logs

All Email Logs index page

The All Email Logs index page contains a number of icons and clickable fields to edit your view.

As you create, filter and customize logs to focus on your specific needs, you can save the new view, making it available for future viewing. See List view to learn more about customizing your Email Logs index page.

Below is an example of an edited email log.

In the example, the contents are filtered by the event and specified attributes such as:

  • Processed
  • Delivered
  • Opened
  • Closed

You can filter by one or all attributes that are relevant to you simultaneously.

The Reason column provides a additional customization options. You can select to focus on issues such as:

  • Account Activation
  • Auto Resolved
  • Change Approval Requested
  • Incident Created and so many more.

SolarWinds recommends reviewing your options in the blue Edit View field to familiarize yourself with the email logs available to you.

Email deliverability error messages

When you send an email, it must be accepted by the recipient's mail server before anything else happens. These mail servers will always respond with numerical error messages to tell you the reason a particular mail server handled the message the way it did. Different mail servers use different phrasing for error message, but the numeric codes are always the same. This information is useful when troubleshooting email deliverability issues.

Below is a list of some examples of message with a brief description of what caused the error to be returned. See also SMTP errors and reply codes.

The messages you see may vary from domain to domain, so be sure to read the error reasons in addition to referencing this list.
Example Description
250 Requested action taken and completed. (This message is your friend.)
251 The recipient is not local to the server, but the server will accept and forward the message.
252 The recipient cannot be verified, but the server accepts the message and attempts delivery
421 The service is not available and the connection will be closed.
450 The requested command failed because the user's mailbox was unavailable.
451 The command has been aborted due to a server error on the recipient side.
452 The command has been aborted because the server has insufficient system storage.
500 The server could not recognize the command due to a syntax error.
501 A syntax error was encountered in command arguments.
502 This command is not implemented.
503 The server has encountered a bad sequence of commands.
504 A command parameter is not implemented.
550 The requested command failed because the user's mailbox was unavailable.
551 The recipient is not local to the mail server.
552 The action was aborted due to storage capacity allowances.
553 The command was aborted because the mailbox name is invalid.
554 The transaction failed, often for reasons unknown.