Why are some inbound email (sys_email) entries missing corresponding syslog_email records?

[maryellc]

Some of our inbound emails are being ignored and cases not created per defined workflows, and when investigating the sys_email table, some of the received-ignored records have email log (syslog_email) entries in the related list, while some do not.  For those that do not, we cannot investigate to determine why the email was ignored, and only guess.

Can anyone identify why the related email log is not created?

[Tony Chatfield1]

Hi, this article indicates that syslog_email records are retained for 7 days,
Message logs for individual emails (servicenow.com)
But checking a prod instance I have access to syslog_email has 5 weeks of data.

If you are not seeing log entries from some inbound email but do see log entries for other email messages before\after the time period involved, then I would log a case with SNC support asking them to clarify why some email is not generating logging.

[maryellc]

I am an admin and have access to the mailbox.  The email was received-ignored and has no email log related list entries.  The email is from March 18, and other emails older than it (also received-ignored) have email log related list entries.  I read that article (and exhausted all other articles I could find), which led me here. 

I appreciate the feedback and will log the case with HI support.

[SanjivMeher]

Do you have access to the mailbox? Are you using your own company mailbox or the one ServiceNow provided?

If you have access to the mailbox, you can check if the mail was received in the mailbox at all. 

[maryellc]

I am an admin and have access to the mailbox.  The email was received-ignored and has no email log related list entries.  The email is from March 18, and other emails older than it (also received-ignored) have email log related list entries.