Issue
Emails sent to a ServiceNow instance are processed by each of the active Inbound Actions, but only if the specified conditions apply to the email.
Depending on the Inbound Action configuration, it is possible that an email could get skipped by all inbound actions, remaining ignored in the Inbox in Ready state instead of Processed state.
Cause
There are multiple conditions as well as configurable properties that determine whether an Inbound Email Action will ignore an email. For example you might configure your inbound action to match only emails classified as a reply to the Case table.
Resolution
Each Inbound Email Action logs whether it skipped a particular email and why. For instance, you might have an Inbound Email Action named Update Change that matches on emails classified as reply. When your action gets a chance to process an email classified as new, it logs an entry such as:
Skipping 'Update Change', email is type 'new', which does not match Inbound Email Action's type 'reply'
View the logged entries for the email by opening the email record from the email log. The Default view does not include the related log records, so you may need to first change the form view to Inbox.
- Right-click the email record header to show the context menu.
- Select View.
- Select Inbox.
Related Links
Emails being received-ignored with an unknown error string
Configuring inbound action conditions: Inbound Email Actions
