Enforce to reprocess email as new

kuba4
Kilo Expert

‎02-26-2019 05:18 AM

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

0 Helpfuls
  • 1,940 Views
8 REPLIES 8

asifnoor
Kilo Patron

‎02-26-2019 05:25 AM

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.

0 Helpfuls

Chuck Tomasi
Tera Patron

‎02-26-2019 05:26 AM

Change the mailbox field to Inbox

Change the State to Ready

Change the Receive Type to New

find_real_file.png

Preview file
24 KB
0 Helpfuls

kuba4
Kilo Expert

‎02-26-2019 05:42 AM

Hi Chuck,

 

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

0 Helpfuls

Chuck Tomasi
Tera Patron
In response to kuba4

‎02-26-2019 05:45 AM

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.

0 Helpfuls