Is there any reason why an Email would be deleted if we are using IMAP?

Mike Stockman1
Giga Guru

‎03-23-2018 07:42 AM

Hi,

We set up an IMAP email account on ServiceNow.  When an email gets delivered, it's deleting that email record from the IMAP user email box.

I thought the advantage to using IMAP was always supposed to keep the email on the email box on the server.

Any setting we should look at to make sure email is retained in the mailbox even after a record is created?

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3 REPLIES 3

Chuck Tomasi
Tera Patron

‎03-24-2018 08:17 AM

I'm a bit confused at the steps that are happening between the client and the server. 

"When an email gets delivered, it's deleting that email record from the IMAP user email box".

Can you help me understand what's happening when? When I think of delivering an email, I compose it in a client, click Send, and it gets sent along (via SMTP). IMAP is a look at my inbox on the remote server and items are only deleted there when I tell them "delete this message". 

 

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HD4
Kilo Expert

‎07-04-2018 02:26 AM

"Old" post but I have the same issue.

When using IMAP to fetch emails into ServiceNow, the emails get deleted from the mailbox. I have not found any settings that prevent deletion or allow archiving. Surely this must be possible or somehow move the mail to a separate "archive" folder so that the mail does not get fetched again?

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Jonathan Qiu
Kilo Contributor
In response to HD4

‎07-04-2018 02:45 AM

Hi HD,

When we migrate mailboxes to create records in ServiceNow we generally create an outlook rule which copies the incoming email into a 'backup folder'. This allows us to, if necessary manually restore emails if something goes wrong.

I believe this was also original setup for us when ServiceNow did our initial implementation so hopefully it's not bad practice.

 

Kind regards,

Jonathan Qiu

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