The E-Mail listener is not processing the emails

Version 1

    Details

    The E-Mail listener is not processing the emails, it seems that no emails are coming as there are not new Incoming Email records in the Email top level tab and the incidents are not being created, there is no error in the logs. 


    Resolution

    Reviewing the records in the table “frs_ops_email_incoming_queue_error”, the comment field shows the following error:

    "Email with subject matching ignored list

    This issue occurs when the "Ignore Cc Bcc Emails" option in the Mailbox listener is enabled, and the address used for the listener has an alias, this is a typical scenario when working with Active Directory domain accounts. Uncheck this option and restart the service "FrontRange Solutions Email Engine" for solving the issue.