Are ignored emails visible in the email log?

[johnsonjohn]

Hello - I have an inbound rule that converts forwarded emails to incidents based on contents of the email's subject.  If I manually forward an email to the instance, this is working perfectly.  We just upgraded to Kingston this week, and until the upgrade, even auto-forwarded emails (i.e. those sent by an Outlook rule) were working perfectly as well.  Now auto-forwarded emails have stopped creating incidents.  What's strange about the auto-forwarded emails is that I don't even see them in the Service Now email log.  Even if Service Now is ignoring them (e.g. due to suspected spam, as mentioned here: https://community.servicenow.com/community?id=community_blog&sys_id=e04daee5dbd0dbc01dcaf3231f96193e), should I still see them in the email log?  My issue right now is I can't tell if the problem is that Service Now is ignoring these auto-forwarded emails due to some setting (such as spam) OR if our Exchange environment is not allowing auto-forwards to an external address.  

Hope my question is clear.  Thanks in advance for any feedback.

[sachin_namjoshi]

 Are the forwarded emails beginning with whatever is set in the 'glide.email.forward_from_prefix' property. if the very first line of the incoming email   is   this string then this is possibly your issue

Regards,

Sachin

[johnsonjohn]

Hi Sachin, I don't have this property in my instance -- not sure why?  In any case, if I manually forward the message it works.  The issue only happens when Outlook is configured to auto-forward that same message.  I did a lot of testing today, and it seems that the problem may be on the Exchange email side.  I think Exchange is not allowing auto-forwards to an external address.  I'm not 100% convinced of this yet, but still testing.  I appreciate your feedback nonetheless.

[Satyaki Bose1 · Accepted solution]

Hi,

Every inbound email header is different, and the system processes headers in a specific way.
Refer to these below articles.

Inbound email actions

Inbound email processing

Inbound mail configuration

Request creation using inbound email actions

Also as you said that you cannot find the ignored emails, are emails routed to your instance from an external exchange server. If so, then you need to check with the exchange team. But if the mails are directly sent to the instance, they should be available in the logs.

I have seen this same issue, with another customer as well, and the emails were dropped at the exchange server, which never reached the instance mailbox.

Kind Regards,
Satyaki Bose
Technical Support Engineer - UX
ServiceNow | Works for you

MARK THE ANSWER AS HELPFUL IF YOU ARE SATISFIED WITH THE SOLUTION

[johnsonjohn]

Thank you for the information, Satyaki.  Based on your guidance, I was able to determine the issue was Exchange related.