Delays in the instance receiving emails

[pauline_handel]

We are using the default instance mailboxes and seeing significant delays with inbound emails reaching the instance. There are often several minutes from the email hitting the ServiceNow infrastructure (mx22.service-now.com (Postfix)) and hitting our instance.

Is there an SLA or indicative time for this?

Is the best solution to switch to using our company mail servers or are there other options?

Thanks,

Pauline

[Jaspal Singh]

Hi Pauline,

There should be delay of minutes. If using ServiceNow's mail servers then if there is any activity planned & that is causing delay then you would have definitely received some notification about maintenance or downtime.

In case, if required you can approach HI & check for the cause of dealy. But a mail relaying at times may experience load if there are multiple mail servers activities being executed at the same time but again those dealy should not be in minutes.

[pauline_handel]

Hi Jaspal,

Actually there was an email server issue last week and ServiceNow only told me about it when I queried why an email took 30 minutes to reach the instance.

According to the video on the email diagnostics document, a 10 minute delay isn't unusual. That's not acceptable to some of our it managers so I'll look into using our own servers.

[Swapnil Soni1]

Hi,

Please go through this link this might helpful to you

https://hi.service-now.com/kb_view.do?sysparm_article=KB0538136

Please mark correct or helpful.

Thanks'

Swapnil

[pauline_handel]

Thanks Swapnil,

Weirdly the article mentions "Email is delayed" but then none of the referenced articles cover it.

Thanks anyway.