Enforce to reprocess email as new

[kuba4]

Hi,

Is there a way to reprocess specific emails from sys_email table, but to enforce to be reprocessed as new?

I have a bigger issue with ServiceNow recognizing email as reply to Call, but not able to update target record and dropping emails. Before I resolve this bigger issue I need to have a quick solution for emails which were already missed by the system. I would like to reprocess them, but the problem is that they are classified as 'reply'. Is it possible to enforce this for some cases for 'new'?

Regards,

Kuba

[asifnoor]

Hi Kuba,

Go to inbox -> Received. In that open any of the email that is received and change the received type to reply and click on reprocess.

Mark the comment as a correct answer and also helpful once worked.

[Chuck Tomasi]

Change the mailbox field to Inbox

Change the State to Ready

Change the Receive Type to New

[kuba4]

Hi Chuck,

Again, when I click Reprocess, email is identified as 'reply' (because of In-Reply-To header).

[Chuck Tomasi]

Can you share the header? it shouldn't be set for a new message and ServiceNow should not be modifying the incoming message after it is processed the first time so I don't know where that header is coming from. Seeing it, in context, might help if you can share without sharing too much.