emails get received-ignored in servicenow

[Community Alums]

As I find there are three reasons to emails get received-ignored.

1.Emails with Duplicate Message ID's.

2.because its size exceeds the value.

3.Email ignored by 'Ignore header' filter.

 1.Emails with Duplicate Message ID's

 To see the emails with duplicate Message ID's that are being dropped ensure that System Property glide.email.debug is set to type true|false and value true.

Workarounds,

This behaviour can be changed by setting System Property glide.email.allow_duplicate_message_ids to type true|false and value true. But this has implications, in particular that matching of reply emails based on the In-Reply-To header will pick up a random email from the duplicates.

After this workaround has been applied the emails with duplicate Message ID's will be stored on Email[sys_email] as normal.

However note that when searching on the Email[sys_email] table for emails with duplicate Message ID you *must* search by Type (e.g Received) and Message ID, otherwise you won't use the OOB index on type,message-id.

 2.because its size exceeds the value

 By default, the system processes up to 524,000 characters in the email body and body_text fields (524 KB each).

 We can add and configure system properties glide.email.inbound.max_body_chars and glide.email.outbound.max_body_chars to increase or decrease the email body size limits.

3.Email ignored by 'Ignore header' filter

it was a filter issue indeed. 

if we need to change then need to modify this property  glide.pop3.header property.

This property was filtering emails which had value (X:ServiceNow Generated: True).