Incoming Emails not being processed

[Andrej Hamzic]

Hello community, 

I will try to explain as much as I can, please note I started recently (4 months ago) as a SysAdmin and this is something I could not figure out myself nor my more experienced colleagues had any ideas. 

We had similar, or almost the same problem with two of our configurations. One is not being used, built but unable to be used due to this issue, and one that was working for a longer period and then it stopped.  To be precise not working since August 2023 and sending emails that do not create INCs.

For any Inbound Email action that is configured, the Email that arrives but is NOT processed. It stays on ready state and gets deleted, therefore never creating the INCs. With one of the configuration we tried manually pressing "Reprocess Email" and it would work... 
Automatically it simply gets stuck in the Inbox on ready state. 
By some guides we tried turning of the Email filter "Ignoring headers" and some business rules, but to no avail. The problem is persistent. 

Both configurations working normally on DEV and TEST instances without any problems, only on our PROD environment it seems to be a problem. PROD has a QS (quickstart logic) as base for our instance. 

Bellow you can find all the attachments with description. 

Your help and advices would be appreciated. Thank you

[Mahathi]

Hi Andrej Hamzic,

In the email properties, check if adding the domain from which the mail is sent to the trusted domains.

There is another option called Email address filter, try checking if this domain is ignored for some reason.

You can also create a record in the Email address filter allowing email from a particular address.

Attaching screenshots for reference.

Kindly mark helpful if it resolved your issue.

Thanks,
Mahathi

[Andrej Hamzic]

Hi Mahathi, I forgot to mention, that was also checked and everything is set correctly. Currently we have a SN engineer looking at the case. It might be a certain business rule but needs to be tested and researched more. 

Thank you for your reply and input, 
Andrej

[Mahathi]

Hi @Andrej Hamzic ,

No problem.. i hope the issue is resolved.

We had a similar issue and after checking all the rules and validating inbound actions, we were only left with the email properties and address filter.

After adding a record here, it worked. So just thought of suggesting the same approach.

Thanks!

[ankitsacher]

Hello Andrej,

Did we manage to get this resolved, if yes, could you let me know how or share the support case number?