Delay on receiving email into service manager

[Rohit Govind]

We are currently experiencing delays in receiving email into our Service Manager inbox some emails that users have reportedly send over an hour ago has still not been received. 

We've checked our Email and email filtering system and emails flow seems to be working fine,  Is there ar reported issue or can this be investigated please?

Thanks,

Rohit.

 

[Victor]

@Rohit Govind have you checked the inbound connector for the affected mailbox(es) in Hornbill? Is that working? (i.e does it connect successfully to your mail server). 

[Martyn Houghton]

@Rohit Govind

In the Admin tool what settings do you have for the polling interval and maximum number of messages to process in each poll?

Cheers

Martyn

[Rohit Govind]

Hi Victor I've checked inbound connector and that seems to be working fine.  See below:

 

[Rohit Govind]

Hi Martyn,

The polling interval and max message is as follows:

 

[Martyn Houghton]

@Rohit Govind

Ok, next place to check is the log file.

Cheers

Martyn

[Victor]

@Rohit Govind please make sure the screenshots you post have been edited for sensitive info... The one you posted contained all the details to your inbound mail server (apart from the password)... Plenty information for any potential intruder. I have edited it now.

[Rohit Govind]

The logs are showing everything seems to be working at your end too.  

I will look into our end again, somethings not quote right

 

 

[Victor]

I was about to edit the second screenshot  

[Rohit Govind]

Email are being delivered through fine again now.  Not sure whats happened there.  

Is there been anything done at your end?

 

[Victor]

@Rohit Govind no, we haven't done anything... to be honest, there wasn't anything we could have... You could check on the delayed emails if they have a different sent date/time vs. received date/time:

• the send date/time is the date/time when the sender's mails server received the email to be sent to the recipient
• the received date//time is the date/time when the recipient (i.e. Hornbill) received the email. It will be the time when the email reached the IMAP server (because that's your mail server)

There could only be an issue with Hornbill if the received date/time and the date/time when the email actually appeared in Hornbill email interface are different. However is the sent date/time is different than received date/time and the difference matches the delays you experienced then the issue lays outside Hornbill somewhere on the way between the sender's mail server and recipient mail server.

[Rohit Govind]

Hi Victor

Thanks for the response.

I'll keep an eye on things here for now.

Regards,

Rohit.