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

[Kunal Varkhede]

Hi,

Check this

https://community.servicenow.com/community?id=community_question&sys_id=b84fba69db58dbc01dcaf3231f96...

Thanks,

Kunal

[pauline_handel]

Thanks Kunal,

I've checked the email reader job and it is set to (the default) 2 minutes. However, the delay we're seeing is before the email hits our instance.

[Subhojit Das · Accepted solution]

Hi Pauline,

Please go through the links mentioned below:

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/reference-pages/refer...

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

Please mark as Correct and Helpful if the content resolves your issue.

Regards,

Subhojit

[pauline_handel]

Thanks Subhojit,

The video on the document page mentions that 10 minute delays are normal so I guess that's answered my question!