Our last video, Troubleshooting Outbound Email Part 1 of 6: Introduction, explained how the outbound email process works in a healthy instance. This video shows how to troubleshoot at stage 2 of this process, if the email notification fails to create a sys_email record in the Outbox.

If you haven't watched the first video, I recommend viewing it before this one.

For more information on outbound email, see:

ServiceNow Product Documentation

Email Notifications - ServiceNow Wiki

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