How to know if ServieNow has read a mailbox

[Tona26]

Hi

We have around 100 emails accounts configured on our Productive Instance

I want to know if there's a way to see a log or something to know if ServiceNow has read these mailboxes because, some mailboxes aren't creating any new Instance.

If I login to the Office 365 account I can see a lot of unread mails, if I go to ServiceNow the mailbox is configured the same way as all the other mailboxes that are working fine. If I click on "Test Connection" the test goes succcesfull.

Thank you!

[SatyakiBose]

Hello @Tona26 

Can you be specific by what you mean as 'ServiceNow has read these mailboxes'?

What I do understand that:

1. you have multiple email account configured in the sys_email_account table.
   
2. These are designed to send the email to the specific targets
3. In your outlook you have configured a servicenow mailbox where you get all the mails triggered and routed through these accounts.
4. You wish to know if the email send to outlook have been read.

Is my assumption correct?

If that's so, then unfortunately that platform does not have any mechanism to detect if the email has been read by anyone who has access to the mailbox.

From the platforms point of view, we can only see if the mail is in queue, or errored out, or if it has been sent successfully.

[Shaikh Mzhar · Accepted solution]

Hi @Tona26,

To see if ServiceNow is reading the email accounts, you can check the following:

1. Inbound Email [sys_email] Table: You can check the Inbound Email [sys_email] table to see if any new emails are being inserted into the system. This table stores all incoming emails that are processed by the Inbound Email action. If you don't see any new records in this table for a particular email account, it may indicate that ServiceNow is not processing emails from that account.

2. Email Log [sys_email_log] Table: You can check the Email Log [sys_email_log] table to see a log of all email-related actions performed in ServiceNow, such as incoming email processing and outgoing email sending. If you see any error messages related to a particular email account, it may indicate a problem with the account configuration.

3. Email Debug Log [sys_email_debug_log] Table: You can enable debugging for email processing in ServiceNow to get more information about the processing of incoming emails. To do this, navigate to System Log > Email > Debug, and turn on the "Debug incoming email" toggle. This will create detailed logs in the Email Debug Log [sys_email_debug_log] table that you can use to troubleshoot any issues with email processing.

4. Test the email account: You can also perform a test by sending a test email to the email account from an external email client and checking if the email appears in the Inbound Email [sys_email] table.

Please mark helpful to remove from unanswered question.