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Description

When two emails are processed under the same transaction, the second email which may have come from a valid sender is set as "received-ignored" and is marked as ignored by the Filter with an error string which may mention the subject of the previously ignored email.

This may also lead to stale behavior of email filter when is being processed for Inbound Email Flows.

Steps to Reproduce

  1. Send an email to a ServiceNow instance which would likely be received-ignored due to headers/subject/from.
  2. At the same time, send another email to the same ServiceNow instance which should be received.
  3. Make sure when email.read events are processed for both the emails, they should be processed in the same transaction.
  4. Wait until the email.read events are processed for both the email and appropriate filters/inbound action/flows are evaluated.

Expected behavior:

The first email should be set as received-ignored which would be filtered by Email properties or by Email Filters.
The second email should be set as received and should not be filtered by Email Properties or by Email Filters.

Actual behavior:

The second email is marked as received-ignored as its being filtered by Email Properties or by Email Filters.

Workaround

The recommended workaround is to enable the Email Filter Plugin.

If the issue is still reproducible, then the following are the other workaround options:

  1. Disable the system property "glide.email.inbound.email_flow_trigger_enabled" by setting the property value to "false".
    This would disable Inbound Email flows trigger evaluation.
  2. If the instance uses Inbound Email Flows, please revisit Email Filters, disable those filters which are using the "email" object to fetch the email variables.
    If you'd like to use the filter, then modify the condition script to use the "current" object to fetch data from the sys_email record instead of getting the data from the "email" wrapper object. This "email" wrapper contains stale data.

Related Problem: PRB1383881

Seen In

Madrid Patch 9b
SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - Audit Management PA Content - Madrid 2019 Q1
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - GRC Workbench - New York 2019 Q3
SR - IRM - PA Premium Integration - New York 2019 Q3
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Policy and Compliance PA Content - Madrid 2019 Q1
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - Risk Management PA Content - Madrid 2019 Q1
SR - IRM - SIG Assessment Legacy - Madrid 2019 Q1
SR - IRM - SIG Questionnaire - New York 2019 Q3
SR - IRM - Vendor Risk Management - Madrid 2019 Q1
SR - ITBM - Agile 2.0 Dashboards v1.0
SR - ITBM - Scrum Dashboards Common v1.0
SR - ITOM - CMDB CI Class Models - 201909
SR - ITOM - Discovery and Service Mapping - 201908
SR - ITOM - Discovery and Service Mapping - v1.0.35
SR - ITOM - Fundamentals Istanbul Jakarta Kingston r1 - v5.99.6
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - ElasticSearch Integration - Madrid 2019 Q1
SR - SIR - Exchange OnPrem Integration - New York 2019 Q3
SR - SIR - LogRhythm Integration - New York 2019 Q3
SR - SIR - Palo Alto WildFire Integration - New York 2019 Q3
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response PA Content - New York 2019 Q3
SR - SIR - Splunk Sighting Search Integration - Madrid 2019 Q1
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - SIR - Threat intelligence - New York 2019 Q3
SR - SIR - VirusTotal Integration - New York 2019 Q3
SR - SIR - WHOIS Integration - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Rapid7 - London 2019 Q2 v.6.2.1
SR - VR - Vulnerability Response - New York 2019 Q3
SR - VR - Vulnerability Response PA Content - Madrid 2019 Q2

Fixed In

New York Patch 8
Orlando Patch 2
Paris

Associated Community Threads

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Article Information

Last Updated:2020-11-24 05:11:25
Published:2020-10-22