User cant receive some email in the ticket replies

[Community Alums]

We have checked the notification of the user and it is enable, emails from the email there's some received-ignored.

[AshishKM · Accepted solution]

The log reflects, system has ignored this received email to avoid email looping with same message Id, Please check with user if user has send it intentionally or any kind of system glitch. 

Check all send/received email for CS0506928 in your system. Don't think user has any email notification related issue for other records.

In the given screen shot, there is received-id, check the email record based on this Id, there should be one send record and one receive ( which is ignored ).

[AshishKM]

Hi @Community Alums ,

Open that email and scroll down there should be email log with details about this "received-ignored".

The received ignored , means system has received that email but didn't process due to any reason, email log should have that technical details.

-Thanks,

AshishKMishra

[Community Alums]

Here's the warning under the email log

[AshishKM · Accepted solution]

The log reflects, system has ignored this received email to avoid email looping with same message Id, Please check with user if user has send it intentionally or any kind of system glitch. 

Check all send/received email for CS0506928 in your system. Don't think user has any email notification related issue for other records.

In the given screen shot, there is received-id, check the email record based on this Id, there should be one send record and one receive ( which is ignored ).

[Danish Bhairag2 · Accepted solution]

Hi @Community Alums ,

Plz check this article by servicenow for this issue

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

Thanks,

Danish