How do i prevent mails deleting when configured with IMAP

[MR_MKarjuna]

Configured IMAP with outlook mail.

Created IMAP email accounts with outlook user credentials and checked the connection, it is successful.

Now when a mail is received to outlook it should create incident in servicenow. Yeah it is creating incident but emails are getting deleted in outlook.

How do i prevent emails deleting from outlook.

Thanks in advance!!

arjun 

[Nick Zazula]

Hi Arjun,

I recently had the same issue in my SNOW instance, and after opening a ticket I received this response from a support representative named Pranjal:

"When the email reader job runs, it reads all the unread emails on the IMAP server and once it picks up these emails and processes them to the instance, it deletes it from the IMAP server. This is default behavior.
We recommend to have a dedicated IMAP server for ServiceNow so that none of the emails are missed and left unprocessed.

The workaround as discussed was to have an email rule to copy the emails from the inbox into another folder on your outlook, you already tested this and it has been working as expected."

I hope this helps! It may be worth noting this issue may exist for any outlook email account, as we tried setting up a POP3 in outlook but the emails are still being deleted after getting processed by ServiceNow, but that's just my speculation so far.