We have a strange issue where the email is not sent to the user due to unknown reasons. We tried to investigate and found the email queue is NOT found in the "Broken-process" list in the System-Queue-DefaultEntry class. But it is still stuck in the queue which has resulted in email delivery failure. Need to determine why it has been stuck in the queue without processing. Please share any ideas.
Can you clarify which queue the item is stuck in ? And can you clarify what you mean by 'email delivery failure'; I mean - do you mean the email never arrived ? Or do you mean you had a delivery report indicating that the email couldn't be sent etc ?
It is found in the "EditDefault class for queue work items for agent processing:
SYSTEM-QUEUE-DEFAULTENTRY. If it is found in the broken-process queue we may know that it is due to some issues. But this one is not in the broken-process queue. I just removed the "Broken-process" string in the tab and ran the process, and there I could see the queue being stuck which is one of the impacted items where the email was not sent.
I could find the email body being created with all the details, but it was not sent to the intended users. If you open the email from the case attachments,