ServiceDesk Outgoing mail - success indicator or log

ServiceDesk Outgoing mail - success indicator or log

(comments with respect to ServiceDesk Plus 9018 Enterprise)

Issue
We need to occasionally confirm an email went out as planned from ServiceDesk (because there are often no errors or warnings when a message fails to send and/or the module has no log that the email sent when it was supposed to, e.g. Contract for expiry notifications sent).  While  outgoing emails are logged in the application \server\default\logs\serverout<#>.txt, these logs begin to recycle and overwrite the earliest entries, as soon as ten of the files exist.  

In this case, ServiceDesk is being blamed for not notifying us of a Contract expiry (a feature we rely upon).   When the contact renewal was missed as a result, there was a downtime in the application that needed contract renewal.  As the person administering ServiceDesk for our organization, I would like to refute this theory or prove it and get help with the issue but the lack of evidence in the interface and application logs makes it very hard to do either.

Suggestion:
The following features would be very useful:

1. In Contracts (and any other area of ServiceDesk that does not track outgoing automated messages), a simple log in the Contract record of any emails sent regarding the Contract (i.e. date, time, recipients, subject)

2.  Make sure that ServiceDesk flags a sent message as unsuccessful if the handshake with the outgoing mail server fails to take place and the message is not actually sent.  In addition to this, if the handshake fails to occur (i.e. the outgoing mail server mailbox is unavailable) the ability to automate logging a ServiceDesk Incident for investigation would be very helpful (so the company's Help Desk / Service Desk or ServiceDesk System Administrator can address the issue).

It is very important that our audit trail of service provision to end users (when our customers ask about a particular occurrence) has an entry for communication sent through the system.  Particularly automated communication, as we trust that the system is operating properly and need to be able to confirm that the expected notifications are successfully being sent.
              New to ADManager Plus?

                New to ADSelfService Plus?