Debugging inbound emails
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Inbound Action debugging
Inbound Email debugging
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If emails are not received or processed as expected,
it is important to identify the root cause. The following
steps help understand the inbound email process as well
as guide you through troubleshooting common issues.
A message is sent from a customer’s email such as Microsoft Outlook, Hotmail, or Gmail.
Email is delivered to a mail server.
The ServiceNow instance polls the email server every two minutes to download sent messages.
- Verify if the instance is configured to receive emails
- Identify if the scheduled job (POP Reader) in an error state
Confirm the scheduled job (POP Reader) is running.
- Note: Polling time is configurable and may vary by instance.
Emails are received in the ServiceNow instance and processed.
- Emails are stuck in the inbox
- Validate the inbound email action is performed
Confirm the email is processed by the instance.
