The status of an email changes multiple times as the message progresses through various processing stages. Learn about each status type to understand the email life cycle and troubleshoot potential issues with your email integration.
The following table provides the status types that a message can acquire during processing:
|initial||The email listener picks an unread message for processing.|
|parsing||The email listener starts parsing the message.|
|mapping-request||The email listener attempts to extract the message contents.|
|processing||The email listener processes the message.|
|service-activity-start||The email listener invokes the configured service activity. For example, the email listener creates a case that is based on the email contents.|
|service-activity-end||The email listener successfully completes the service activity.|
|mapping-response||The email listener completes processing the message and attempts to prepare the headers and the contents of the reply message.|
|marking-seen||The email listener completes processing the message and attempts to mark the message as seen.|
|marking-delete||The email listener marks a message for deletion.|
|processing-complete||The email listener successfully processes the message.|
|error||The email listener fails to process the message because of an issue.|
Email processing might fail because of such issues as faulty email listener configuration, a loss of connection to the email provider, or the lack of storage space in the mailbox. When an email listener encounters a processing error, the system records that error in the Log-Service-Email table in the pyErrorCategory category to simplify tracking and troubleshooting.
The following table lists the common error categories and the corresponding troubleshooting tips:
|marking-seen-failed||This error occurs when the email listener fails to set the message status as marked-seen for a message whose processing is already completed.||No action required. The message was manually opened, or there was an issue with the email provider that prevented the email listener from marking the message as seen.|
|marking-delete-failed||This error occurs when the email listener fails to mark a message for deletion whose processing was already completed.||No action required. The message was manually deleted, or there was an issue with the email provider that prevented the email listener from marking the message for deletion.|
|marking-delete-expunge-failed||This error occurs when the email listener does not delete a message from the mailbox due to a failed expunge operation.||The most common root cause of this error is the lack of storage
space in the mailbox, for example, the full |
This error can cause the PEGA0141 alert. For more information, see PEGA0141: Email expunge failed during message post-processing.
|max-retries-processing-failed||The email listener exceeds the maximum number of failed attempts to process a message.||Investigate the pyErrorReason column of the Log-Service-Email table for the possible root cause of the issue.|
|service-activity-failed||The email listener fails to complete its service activity.||Debug the service activity that is configured for the email listener.|