Manually retrying failed inbound emails

As an administrator, you can manually retry processing an inbound email for creating or updating a record, such as an incident or a change request, if the attempt by the email rule engine to process the email fails.

If an attempt by the email rule engine to process an inbound email fails because of a data error, with error codes such as 096, 301, or 552, you can rectify the error and manually retry to process the email. Examples of data errors are the email contains invalid values, the ticket template is incorrect, or the subject line of the email is incorrect.

If an attempt fails because of a technical error with error codes 90, 91, 93, 94, or 8760, the email rule engine retries to process the email until the configured maximum number of attempts is performed. If all attempts by the email rule engine fail, you can manually retry to process the email. Examples of technical errors are network, database, or server errors.

When you manually retry a failed inbound email, the retry counter is reset to 1.

For more information about configuring maximum attempts to process inbound emails, see Configuring-maximum-attempts-to-process-inbound-emails-automatically.