How to reprocess emails in the instance once your Inbound email actions are turned back on?

[Shawn Horley]

Se we got New Call and our Service Catalog launched (YAY!) But now that I have turned our Inbound Email actions back on The mail that has been in the mailbox is not populating into the New Call the way any new emails that have been received since turning the inbound back on are.

I've gone into the email and cicked Resend, and it goes to Send-Ready. I then use the Reprocess Received Emails function at the bottom of the screen and it goes to sent, but nothing else happens. It does not get turned into a New Call.

Any idea what I am doing wrong?

Cheers

A.

[Michael Fry1]

Go to System Mailboxes > Received and you should see the emails that came in.

From the list view, you can Reprocess received emails to generate a ticket:

or you can open the email and click Reprocess Email:

[Shawn Horley]

Hi Michael

Thanks for the response!

It turns out that the standard Reprocess received email function wasn't doing it. So no matter how many times I did the reprocess received email procedure nothing was happening...

I called Support and explained the issue. We went through the process again and no new activity was occurring in the logs.

It turns out Thjat it was due to the mail Type being set to Sent. I had to add the Type and Target fields to that we could troubleshoot it.

There was some confusion at ServiceNow Support as to how that happened...

In any case I had to manually set all those messages to the Received type before the reprocess function would work.

So as always, I learned something new about my instance today.

Thanks for all your help!

Cheers

A.