Confirm that an email is processed


The events log records all system events that occur within the ServiceNow system. Every time an email arrives in the ServiceNow instance, an event is created. At this point, the Schedule Job (sys_trigger) selects the email and processes it.



To verify that the system event is processed:

  1. Navigate to System Logs > Events.

  2. In the Go to field, select Name.

  3. In the text field, enter and click Search.

    Events log toolbar with Go to Name selection and text in the search field

  4. A list of all emails that have been processed in the instance appears. Use the Created field to search for and select the correct action.

  5. If the email was successful, the State field displays Processed. Also, the Processing Duration field should not be empty.

    Event log details for, including the State field displaying processed and the Processing duration field displaying 327

  6. If the State field is not set to Processed, confirm that the Scheduled Job is running. 


Video Tutorial

ServiceNow video tutorials are a great way to help find solutions. These video tutorials guide you, step-by-step, to a solution and provide common troubleshooting methods. This tutorial covers common issues, their causes, and the required steps to resolve them. 

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Last Updated:2019-05-21 11:36:10