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

[Andrej Hamzic]

Hi Ankitsacher, 

Yes, we have pinpointed the issue but, unfortunately the rule that is blocking the processing of such email is very much a need for our client. Therefore, we unfortunately had to leave that rule active and we are working on a workaround to keep it active, yet fix the processing. 

best regards, 
andrej

[ankitsacher]

Okay, thanks for the heads up