Hi @Lhora Alvarez
When an email’s state is marked as “Ignored” rather than “Ready” or “Sent” in the ServiceNow Customer Service Management (CSM) workspace, it indicates that the system has intentionally skipped processing the email due to certain conditions, configurations, or possibly mishandled workflows within your instance. Addressing this issue involves investigating a few potential causes:
### 1. Business Rules or Scripts
Though you’ve mentioned not finding any out-of-the-box (OOTB) business rules that could cause this, it’s worthwhile to double-check any custom business rules or script includes that interact with the Email [sys_email] table. Customizations might inadvertently alter the email state based on specific conditions you weren’t aware of.
- Action: Review any custom business rules that trigger on insert or update on the Email table. Look for any conditions that might set the state to “Ignored”.
### 2. Workflow or Flow Logic
If there are workflows or Flow Designer flows set up to handle email actions within the CSM workspace, one of these might be configured to change the email state based on certain criteria – for instance, specific keywords in the email body, sender information, or related case conditions.
- Action: Investigate any active workflows or flows related to email processing. Ensure there isn’t logic specifically designed to set emails to an ignored state under conditions that might be inadvertently met in your scenarios.
### 3. Notification or Email Sending Configuration
ServiceNow’s email sending configuration might not be set up correctly, especially if the environment is new or recently underwent configuration changes. While not a direct cause of the “Ignored” state, misconfigurations here can lead to broader email handling issues.
- Action: Confirm that your instance’s email properties and outbound email configuration are set up correctly. This can be done under the System Properties > Email section in the platform.
### 4. Email Logs for Clues
ServiceNow provides detailed email logs that can offer clues as to why an email was set to a particular state.
- Action: Check the email logs by navigating to System Logs > Email Logs. Look for entries related to the affected emails and examine any messages or error details that could indicate why an email was marked “Ignored”.
### 5. Testing with Default Data and Conditions
To rule out customizations or specific data-related issues, you might consider testing the email creation and sending functionality:
- Action: Test creating and sending an email in a sub-production instance or sandbox with minimal customizations. This can help determine if the problem is configuration-related or possibly tied to specific data conditions in your primary instance.
### 6. Consulting ServiceNow Documentation and Support
If the issue persists and you cannot find a configuration or customization causing the “Ignored” email state, consulting ServiceNow’s official documentation or reaching out to ServiceNow support could provide further insights or reveal known issues with specific versions or patches of the CSM workspace.
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Thanks & Regards
Deepak Sharma
