Email Diagnostics: Email Sending is Non-Operational (Processing Time)

[Salvador Marcha]

Hi Everyone,

What causes the Processing Time (on red font)?

Is there a property or some kind of setting configuration that I need to adjust to avoid this red font indicator?

Thanks in advance,

SM 

[Saurav11]

Hello,

As you can see the "Processing Time" exceeds the OOB setting of 10000ms hence the Diagnostic page advertise Email Sending / Receiving is non-operational but in actual there is no issue with the SMTP and POP3 account. The Processing Time may also be marked red when there are too many email items to send or to download from the mail server.

if  you do not want to see this alert you can increase the value of the system property "glide.email_diag.threshold.email_reader.runtime" accordingly.

Please find the official support article for the same:-

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0784213

Please mark my answer as correct based on Impact.

[Salvador Marcha]

Thanks Saurav11,

This is interesting...I did see that KB Article and I thought it was for Email Reader; therefore, it's about email receiving (using IMAP, which is also our current setup configuration as well). I thought I am looking for a SMTP related setup. Since it is about Email receiving, I did not bother trying it...now, I will try (but I find it misleading though).

Thanks,

Dor  

[Saurav11]

Sure. Let me know if it works or not.

Thanks.

[Salvador Marcha]

In DEV instance, I set the property to 40000 (datatype: integer) but no dice 😞