How to resolve this error "Email contains the same Message-ID as a previous sent email..." in PRB

apoorvaagar
Tera Contributor

4 hours ago

Hi All,

 

One of my instances, have been upgraded to Australia release and I am trying to send an email for a Particular Problem ticket,  the email is being received within servicenow but is not being added in the work notes of Problem record. Below is the error I can see in email logs:

"Email contains the same Message-ID as a previous sent email, preventing loop by setting it to 'Ignored' state"


apoorvaagar_0-1779961529604.png

 

I have checked in email table, the message-id doesn't have any duplicate records.

 

Please help me in fixing this error.

 

Thanks.

 

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Dr Atul G- LNG
Tera Patron

2 hours ago

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0816001

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Tanushree Maiti
Giga Patron

an hour ago

Hi @apoorvaagar 

 

Refer Article: emails get received-ignored in servicenow

refer KB : 

KB0790932 How to resolve email notifications marked as send-ignored 

KB0535129 How to troubleshoot email notification errors 

KB0816001 How emails with duplicate Message ID's are handled in ServiceNow 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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