Configure inbound email handling properties - Support and Troubleshooting

Configure inbound email handling properties Issue Inbound Email Actions use email properties defined in System Properties > Email. If emails received are not processed, or the wrong Inbound Email Action is triggered, the instance may not have Inbound Mail Configuration properties defined correctly. The following is a list of possible symptoms you might encounter that can be resolved by configuring email handling properties:

Mail not processed: make sure you are not ignoring certain emails based on headers , subject line, or sender . Wrong inbound action triggered: make sure emails are classified correctly as a reply or forward . Problems with inbound email action: make sure emails are classified correctly as a reply or forward . Forward inbound action not working as expected: make sure emails are classified as forward . Reply inbound action not working as expected: make sure emails are classfied as reply . Forwarded mail unexpectedly creates a new incident: make sure emails are classified as forward . Incorrectly treating forward emails as replies: make sure emails are classified as forward . Record not updated: make sure emails are classified as reply . Record not created: make sure emails are not classified as reply . * Email not checking for the watermark. * the Wrong record is updated.

Table of Contents Classifying inbound emails as replies Classifying inbound emails as forwards Ignoring emails with specific headers Ignoring emails with the specific subject line Ignoring emails from specific senders Classifying inbound emails as replies To ensure that the correct inbound action is triggered for emails classified as Type Reply:

Log in to your instance. Navigate to System Properties > Email. In the Inbound Mail Configuration section, verify that the Identify mail as a reply by these subject prefixes property contains a complete list of prefixes that identify that an email is a reply in your company's mail systems. Separate each prefix with a comma.

Once the property is set, any email arriving at the instance which has one of those prefixes will be classified as a reply, and will only be handled by Inbound Email Actions that are marked with Type Reply.

Click Save.

Classifying inbound emails as forwards To ensure that the correct inbound action is triggered for emails classified as Type Forward:

Log in to your instance. Navigate to System Properties > Email Verify that the Identify mail as a forward by these subject prefixes property contains a complete list of prefixes that identify that an email is a forward in your company's mail systems. Separate each prefix with a comma. Once the property is set, any email arriving at the instance which has one of those prefixes will be classified as a forward, and will only be handled by Inbound Email Actions that are marked with Type Forward Click Save.

Ignoring emails with specific headers To ensure that emails are ignored when they contain certain headers:

Log in to your instance Navigate to System Properties > Email Verify that the Ignore mail with these headers property contains a complete list of comma-separated name: value pairs of headers that identify an email that should be ignored. Separate each prefix with a comma Once the property is set, any email arriving at the instance which has one of those headers cannot be processed by Inbound Email Actions Click Save.

Ignoring emails with the specific subject line To ensure that emails are ignored when their subject line starts with a specific text:

Log in to your instance Navigate to System Properties > Email Verify that the Ignore mail when the subject starts with text property contains a complete list of strings that identify an email that should be ignored when its subject line begins with that text. Separate each string with a comma Once the property is set, any email arriving at the instance whose subject begins with one of these strings will not be processed by Inbound Email Actions Click Save. Ignoring emails from specific senders To ensure that emails are ignored when they are sent from a list of known email addresses:

Log in to your instance Navigate to System Properties > Email Verify that the Ignore mail from these senders property contains a complete list of email usernames that identify an email that should be ignored (enter only the part before the @ sign, such as postmaster). Separate each string with a comma Once the property is set, any email arriving at the instance that was sent from one of those email users will not be processed by Inbound Email Actions. Click Save