Email states detailed description

[Lhora Alvarez]

Hi all!

Is there a detailed description of the following email states?

• Error
• Ignored
• Processed
• Ready

When I checked the documentation, it only says that the "State field shows the current state (Error, Ignored, Processed, or Ready)."

It's not like the Type field which was expounded.

References:

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/time/referen...

[Deepak Shaerma · Accepted solution]

Hi @Lhora Alvarez 
Please refer below description for the states given with implications also:

1. Error state

- Description:
The “Error” state indicates that there was a problem processing the email. This could be due to various reasons, such as issues with the email content that prevents it from being parsed correctly, problems with attachments, or errors in the scripts or business rules that are triggered by the email.
- Implications:
Emails in this state require attention to identify and resolve the underlying issues. Troubleshooting may involve reviewing the email record for error messages, checking any related scripts or business rules for errors, and ensuring that the email meets any required formats or standards for processing.

2. Ignored state

- Description:
The “Ignored” state signifies that the email was deliberately not processed by the system. This decision can be the result of specific configurations or rules set up in ServiceNow to ignore certain emails. For example, an email filter might be configured to ignore emails from a specific sender, emails with certain subjects, or other defined criteria to prevent unnecessary processing.
- Implications:
Emails in this state were intentionally skipped according to the system’s configuration. If an email should not have been ignored, reviewing and adjusting the filtering criteria or rules that led to it being ignored will be necessary.

3. Processed state

- Description:
The “Processed” state means that the email was successfully processed by ServiceNow. This indicates that the system was able to read the email and perform any associated actions defined by inbound email actions or other automated processes.
- Implications:
Emails in this state have completed their processing cycle successfully. No further action is typically required for these emails unless there is a need to review the actions taken in response to the email.

4. Ready state

- Description:
The “Ready” state is assigned to email records that are queued and waiting to be processed. Emails in this state have been received by ServiceNow and are pending action according to the system’s email processing logic. They have not yet been evaluated by any inbound email actions or encountered any errors that would prevent processing.
- Implications:
Emails in this state are in the queue and should be automatically processed by the system in due course. If an email remains in the “Ready” state for an unusually long period, it might indicate a backlog in processing or a problem with the email service.

Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
- Keep Learning ‌‌
Thanks & Regards 
Deepak Sharma

[Lhora Alvarez]

I see.

Thank you for your reply @Deepak Shaerma.