Question re: 'Deleted' checkbox on an inbound email.

[Connie Reilly]

Have a situation where an email was marked as received (not received-ignored) and did not generate an incident.  When I look at the details of the entry it shows that the deleted checkbox is checked and the email log entries below indicate "Skipping ***, User *** with email *** is locked out."  My questions would be 1) why did the email process as received and not generate an incident; and 2) why is the deleted checkbox filled in and how can it be managed?  These are emails that must be received and managed in a small window of opportunity.

[Nitin_NOW · Accepted solution]

To understand why the email has not created incident, please check your Inbound action script - may be it did not satisfy the conditions of the inbound and thus no ticket was generated.

Deleted Checkbox - The deleted check box is an indication of whether the email was deleted from an instance mailbox. Deleting messages that have been read is the default behavior for the POP reader job.

This checkbox field should only apply to inbound email records. If you are looking at a sys_email record in the "Default" view the check box will show for all sys_email records.

Please hit correct based on impact of response.

Thanks!

[Jaspal Singh]

Hi,

Scroll down further in the mail log & check for inbound mail action that is skipped but actually should be executed. An error code for that would help to understand the issue further.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.

[bvloch]

Wanted to share this as I had a similar question (#2) in the original post

When I asked support:

What is the point of the "deleted" checkbox on the email logs. The documentation states "An indication of whether the email was deleted from an instance mailbox." but yet I can check or uncheck this box. It either is deleted or not, so why is this a checkbox?

This was the response:

For inbound emails that come in to the instance, after the emails have been read from IMAP/POP mailbox, the Email Reader job issues a command to the server to delete the email, and marks the email as deleted using this checkbox.

A cleanup task intended to handle possible issues that might have occurred when we tried to delete the first time looks for all emails not marked deleted, and tries to delete them on the server.
So, the checkbox is only there for the system to identify all emails that are yet to be deleted and it is not meant to be modified.

Unchecking will at worst case cause extra queries and unnecessary traffic when reading email. It will not make the email reappear on the server.