Auto-logged emails query

[Alisha]

Good afternoon,

We have a number of email rules set up to log requests automatically when an email arrives in the Service Manager mailbox.

I was wondering what happens if Service Manager is down - would the emails still auto-log the requests once Service Manager is restored?

Fortunately this scenario has never happened for us, but we'd like to know as we're looking at creating more rules to auto-log requests.

Many thanks,
Alisha

[Victor]

22 hours ago, Alisha said:

what happens if Service Manager is down - would the emails still auto-log the requests once Service Manager is restored?

@Alisha 

If your Hornbill instance is down (which means no Hornbill functionality) this means that also the Hornbill mail service is down therefore it will not pull/retrieve any emails from your mail server/account. This means there are no incoming emails in Hornbill during the time the instance is down. Once the instance is back up and running, assuming the Hornbill mail service also is up and running, it will then pull/retrieve the emails which will be processed based on how you set up the system (basically same way as they will be processed ay other time).

If the Hornbill instance is running but Service Manager is down (*) this means that most likely Hornbill mail service is operating normally, it will then pull/retrieve any emails from your mail server/account but it will not raise any requests (as Service Manager which deals with requests, is offline). The email will then land in Inbox (or the designated Inbox folder if not default) and will remain there until they are manually processed.

(*) Hornbill instance and Service Manager are not the same, Service Manager is an app that runs on Hornbill platform