Notification When Inbound Emails Stuck in Queue?

[MichaelCreatura]

Hello,

We currently have our instance setup with inbound actions to automatically convert inbound emails to their respective applications, thus creating a ticket. Following recent issues, we realised that on occasion these emails were not processing and were being held in the ServiceNow inbox, but the only means of alerting was when users complained. 

Would it be possible to create a notification that would alert certain users if, for example, more than 15 emails are stuck in the inbox in the state 'ready' or if we wanted to trigger based off of a timescale i.e. emails received are not processed within 15 minutes? 

Thanks, 

[bammar · Accepted solution]

I have a really interesting approach for you...

Make a report that has the query that would capture these stuck inbound records... say for the timeframe of last 2 hours...  Then make a scheduled job that will email whoever if the report runs and it finds record- then check OMIT if not records- so you have a cool process that will run the report every x hours and alert you if any records come up. Now the better thing is to find the root cause here- perhaps these records are treated as spam and ignored- perhaps certain ones really should be... like for emails from a locked account spamming the system..