Email Monitor Good to Know

Note the following behaviors and recommendations about using email and the Email and Event Monitoring Service.

  • Manage and create multiple monitors using the Email and Event Monitoring Manager. See Create an Email Monitor.
  • Each Monitor's behavior is configured using a series of Monitor Items, which include conditions and actions that define how emails are processed.
  • Email accounts cannot be added or modified when you are managing Monitors in a Blueprint or a mApp Solution. You can only select existing email accounts. If the email account is not found when the Blueprint or mApp Solution is published, the email account is removed and must be reconfigured on the target system.
  • When pausing or resuming processing, it can take up to five minutes for the pause or resume operation to take effect. To immediately pause or resume processing, use the Server Manager to disable the Email and Event Monitor microservice. Also, even while the Email and Event Monitor microservice is disabled, monitored email accounts continue to receive emails, but those emails are not processed. When the microservice is resumed, all Email and Event Monitors resume processing emails.
  • System is the only available scope. Create subfolders underneath this scope to organize items.

  • Defining options is not required for identifying an existing record. For example, if the Monitor Item is set up to create a new Incident from an email, it does not need to find an existing record. However, if one of the conditions for the Monitor Item is to find an existing record, then define how the system finds the record.
  • The options for identifying records are ordered hierarchically. If more than one option is selected CSM attempts to identify records by the first option selected, then by the second, etc. until it finds an existing record.
  • Hosted customers are strongly recommended to restart the Service Host as soon as possible after any credential changes on email accounts. If this is not done, the Auth Token may expire after a period of time causing the Service Host to stop. The time period at which this may occur is dependent on the configuration of the server. Worker leaders in the Email Monitor continue to process emails, but do not pick up any changes in the Definitions until any of the following are true:
    • There are no more emails to process within a given time, causing the worker leader to unload the worker and clear up old messages. When a new email comes in, it will load a new worker and pick up modified Definitions.
    • There is a Service Host error, or the Service Host is manually stopped, causing the new Definitions to be picked up.
    • The Auth Token expires, causing the Service Host Email Monitor to stop processing emails until it is restarted.