Inbound email- received ignored state

[User_267]

Hi all, below is the error iam getting while receiving email . How to resolve this

[Ratnakar7]

Hi @User_267 ,

Here are some steps you can take to troubleshoot and resolve the issue:

1. Check Email Log:

   • Navigate to "System Mailboxes" in the application navigator.
   • Open the mailbox related to the email account you are having issues with.
   • Look for any error messages or logs that might provide more details about why the email is being ignored.

2. Check Inbound Actions:

   • Go to "Inbound Actions" in the application navigator.
   • Review the inbound actions related to the mailbox and check if there are any conditions or scripts that might be causing the email to be ignored.

3. Check Scripting:

   • If you have any inbound email scripts or business rules, review them for any conditions that might be causing the email to be ignored.
   • Look for script logs or errors in the "System Log" or "Script Logs" to identify any issues.

4. Check Email Properties:

   • Open the ignored email record.
   • Check the properties of the email record for any specific flags or conditions that might indicate why it's being ignored.

5. Check Conditions for Ignoring Emails:

   • If you have custom conditions for ignoring emails, review them to ensure they are correctly configured.

6. Check Email Properties:

   • Open the email record in question.
   • Look for any properties or fields that might indicate why it's being ignored.

Thanks,

Ratnakar

[Aman Kumar S]

Hi @User_267 

The instance has settings wants to ignore emails from any particular email address.

Navigate to System Mailboxes > Administration > Email Address Filters and check if that email or domain exists in the list. for more steps go to below link.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869547