ITSM 7x - Incoming emails are not being processed into ITSM even though the FSMT service is running

Version 1

    Details

    ITSM 7x - Incoming emails are not being processed into ITSM even though the FSMT service is running.

    The service has been restarted without any change.
    All email settings are correct in ITSM (Listeners enabled and given correct credentials.)
    All email settings are correct in Exchange (appropriate protocol, like IMAP, enabled)
    No relevant errors found in FRS logs or Event Viewer. 

    This article details one possible solution.

     


    Resolution

    ITSM 7x uses the Windows Message Queue, MSMQ, to process emails. If the MSMQ Fusion Error queue is full, incoming emails will not process. 


    Steps to purge the MSMQ Fusion Error Queue:
     - Log into the server as an Admin
     - Open Computer Management 
     - In the left-side navigation tree, expand Services and Applications
     - Expand Message Queueing
     - Expand Private Queues
     - Expand fusionerror
     - Right click on Queue messages and select All Tasks > Purge