The e-mail I sent to Servicenow wa not reflected first, it is reflected with the e-mail I sent later

Ali isa
Tera Contributor

‎12-05-2022 03:42 AM - edited ‎12-05-2022 05:18 AM

Hello everyone,

When I sent mail(first) from outlook to servicenow,   it was not reflected to servicenow.  after this situation (sixteen hours later)  I again sent another  mail(second), at same time it was reflected to servicenow together with the mail(first) which was not reflected. All email configurations done and in the link's all steps reviewed and checked with successfully. 

 

link's steps;

  1. A message is sent from a customer’s email such as Microsoft Outlook, Hotmail, or Gmail.--checked
  2. Email is delivered to a mail server.--checked
  3. The ServiceNow instance polls the email server every two minutes to download sent messages.
  4. Confirm the scheduled job (POP Reader) is running.--checked
    Note: Polling time is configurable and may vary by instance.
  5. Emails are received in the ServiceNow instance and processed.
  6. Confirm the email is processed by the instance. --checked

 

  have you encountered with this issue before? Would you help me about what I can do  this issue?

 

Best Regards,

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mattystern
Kilo Sage

‎12-05-2022 06:41 AM

Hi Ali,

 

Seems you have done a lot in regards to troubleshooting this! If you are using a ServiceNow setup POP email box, what you have done looks good!

 

I seem I have not encountered this exact issue, but I did have an inbound-email mishap a few weeks ago. My go-to troubleshooting steps are similar to the following:


1. Check system logs > emails and filter on status "received" 

2. Check recent changes in ServiceNow instance which may affect this (System Properties > Email Properties, maybe sys_properties.list related to email)

3. Check with our O365 team to ensure email traffic is not being blocked on their end.

 

In my case, I had added a recommended security change in sys_properties which stopped inbound e-mails from processing (glide.email.read.active). I then had all emails from the time period I had updated this process, so although emails were received between 10am - 2pm, they all show as "received" at 2pm on the ServiceNow side. 

 

I know the situations aren't exactly the same, but hope this helps!

 

-Matt

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Ali isa
Tera Contributor
In response to mattystern

‎12-06-2022 01:32 AM

Hi @mattystern 

Firstly thank you for sharing your experience. I checked the property(glide.email.read.active), it is active and. Last updated in 2020. And ı have lots of email  accounts to create ticket from mail. I recently haven't come across with other email accounts about this issue .

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