Received emails not setting a Target / Inbound Email Action not triggering - after upgrade to Helsinki

[Cheyenne1]

Hello,

After upgrading our sub production instance (From Eureka to Helsinki) received emails aren't doing anything, they're just sitting in 'ready for update' . I have a bunch of inbound actions setup to target different tables, that were all working prior to the upgrade.

The received email is not setting a target, although everything is defined in Inbound actions. Does anyone have any ideas as to why this is happening? Can send more screen shots if needed. Thanks !

[Deepak Kumar5]

Check that the Email Reader job is running ?

/sys_trigger_list.do?sysparm_query=name%3DEmail%20Reader&sysparm_first_row=1&sysparm_view=

[Dub Myers]

If the 'email.read' event is in the event log, and it is in the 'ready' state and never gets picked up, it sounds like you may have an issue with the event processor picking up events.     Are the event processor scheduled jobs running?     What is their state?

Regarding the 'deleted' flag on the sys_email table, all that means is that your instance deleted this email off of the server after reading it and storing it in your instance.   This is expected and normal.

[Cheyenne1]

Email Reader in DEV (helsinki) is in a state of 'Ready'

We don't have Email Reader in our other instances ( Eureka )

DEV-Helsinki:

Test-Eureka:

[Dub Myers]

Email Reader is most definitely not the problem - its job is to get email from the email server and store it into the sys_email table.   And that is clearly happening based on the fact you have the emails in your sys_email table.

The events process jobs are what you need to focus on.

I'm not sure what the dates are in your images, but if those are basically a 'last updated' or 'last executed', then that is your problem.     Those events processor dates are well in the past.

I'd suggest if you are unable to sort out the event processor issue, you should open an incident with ServiceNow technical support.

[Cheyenne1]

Thanks d-mile. I opened a ticket with HI yesterday, I'll let everyone know the issue once I've figured it out. Thank you everyone for your time