Troubleshooting errors with email instantiation

The following issues can arise when you enable creation by email for a case type:

• The email account is in use by another case type.
  1. On the Settings tab, click Email instantiation.
  2. Clear the Enable email listener check box.
  3. Click Save.
  4. Find and manually delete the set of standard rules that your application created when you enabled email instantiation for your case type. For a list of these rules, see Standard rules used by email instantiation.
     CAUTION:

     Do not delete the email account itself because another case type relies on it.
  5. Click Actions > Refresh.
     Result: 

     The email account is no longer associated with your case type.

  6. Create a new email account that is used by your case type exclusively.
  7. Enable email instantiation for your case type, by using your new email account.
• The email account cannot send emails.
  1. On the Settings tab, click Email instantiation.
  2. Click the email address link to open the Email Account form.
  3. In the Sender section, click Test connectivity.
  4. Review the displayed test results.
  5. If the test results do not have enough information for you to debug further, open the Configure > System > Operations > Logs landing page and inspect the log files.
• The email account cannot receive emails.
  1. On the Settings tab, click Email instantiation.
  2. Click the email address link to open the Email Account form.
  3. In the Receiver section, click Test connectivity.
  4. Review the displayed test results.
  5. f the test results do not have enough information for you to debug further, from Dev Studio, click Configure > System > Operations > Logs and inspect the log files.
• The email provider has flagged your account as suspicious.
  1. Access your email account by using a web browser or supported client application.
  2. Enter your user name and password.
  3. Follow any additional steps from your email provider to successfully access the account.

     For example, Google Gmail may require a phone number to send you a verification code.

• The email messages are read.
  1. Do not open or read email messages, because listeners respond only to unread messages.
  2. Notify your development team of this restriction.