Inbound Email overview and troubleshootingIssue Inbound email automatically routes inbound email inquiries to the right place both quickly and efficiently. All inbound emails are placed in the Inbox mailbox until they are processed. Once cleared, they are moved to the Received (if processed) or Junk (if ignored by your Inbound Email Actions) mailbox. If the ServiceNow system is restarted for any reason, such as during a system upgrade, all inbound mail remains in the external mail server until ServiceNow can request delivery. Procedure 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 emailsIdentify 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 inboxValidate the inbound email action is performed Confirm the email is processed by the instance. Video Tutorials If you are having issues using the inbound email functionality in ServiceNow, our 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. They range from basic to more advanced topics, and are best watched in the order that they are listed. You can view an overview to the inbound email troubleshooting below or follow a link below to jump to a different section of the serie. The steps can generally be applied to other email issues as they often have common root causes. Troubleshooting Inbound Email Part 1: Introduction [2:17]Part 2: Instance Does Not Receive Email [4:25]Part 3: Inbound Email Action Not Processed [4:16]Part 4: Email Events in System Logs [3:22] Troubleshooting Template ----------------------------------------------------------------------------------------------------------- INFORMATION TO ASK FOR INBOUND EMAIL ISSUE: (Might need to setup Email Capture as per KB0967374) ----------------------------------------------------------------------------------------------------------- 1. Please confirm which instances are impacted. Is this live and does this affect both production and subproduction? 2. What is the scope and what inbound email actions are affected? If possible, provide a link for the inbound email actions. 3. Have you verified the Email Diagnostics page to ensure that all parameters are green under Email Receiving? 4. When did the issue begin (please specify the time zone)? 5. Have you confirmed that email reader job is running smoothly? 6. Kindly provide the sys_email record of the email which was received and was not processed if applicable. 6. Have you reviewed the email headers of the impacted emails in sys_email table for clues about delays, bounces, or rejections? 7. What specific error messages or logs are being generated in sys_email_logs and sys_email, if any? Can you share the exact details or screenshots? 8. Have there been any recent changes to the email configuration, such as POP, IMAP, Inbound email actions. 9. If you are using your own Email account, can you confirm if the email delivery service (e.g.POP, IMAP, email provider) is operational and not experiencing outages? 10. If you are using your own POP3/IMAP account, is the inbound email issue reproducible when the same email is sent to instance Email address? (INSTANCE@service-now.com) 10. Are there any specific patterns or trends, such as only certain types of emails or specific times when the issue occurs? 11. If the sys_email record is not present on instance, can you work with your email admin and provide the complete headers for the same.