Emails delayed processing the creation of HR Case

John Jasper Ega
Tera Contributor

Hello,

 

Did anyone here experience some delays when you send emails in the HR but it will take time to have case creation?

 

Sample Scenario:

- We did sent emails to our HR email group around 9:00am but it will create HR case around 1:00pm.

- Some of the emails did go to our outlook archive first before it create HR case.

2 REPLIES 2

Max Dore
ServiceNow Employee
ServiceNow Employee

Have you looked at the Email logs to compare when the instance receives the email with when the case is created? 

To do that, go to the sys_email table and filter by Type is "received" AND Subject is "<whatever the email subject was>". 

 

I ask because there is time between when someone clicks send from their mailbox, to when the mailbox actually sends it off, then the internet does its thing, the instance receives it and processes it to create the case. I have never heard of an instance receiving an email and taking that long to process the email so I would think it is something before the email reaches the instance.

Meghana K_P
Tera Contributor

Hi @John Jasper Ega 

 

Did you find the reason for this issue?