Hi @NAGARJUNA VALLEPU  / @Sai Teja Sidagam ,

Recently we have upgraded our pega version from 8.6 to 23.1.2, and we could see one of our email listeners is going to the error queue we were not able to find what exactly the error is and the main use of the email listener is to resolve the case which is executed fine even though the listerner is in error state.

Could you help us in the following issue.

@Vigneshk2107   Hi Vignesh 

When you select Run on all nodes for the email listener Startup option, the listener will run on all nodes — all servers in the cluster. Therefore, each node has its own instance running and polling toward the configured email box (ex: inbox); if any one listener identifies(randomly) and locks the item in the email inbox, the other threads wait to process. 

Thanks

Nagarjuna 

@Vigneshk2107  Hey Hi Vignesh,

Selecting the "Run On All Nodes" option creates and starts an instance of the Email Listener on each node in the Pega cluster that's configured to run it. For example, with 3 nodes in the cluster, there will be 3 separate instances of the Email Listener running, one on each node.

Will the single email be processed in multiple threads (nodes)?

No, the single email will not be processed by multiple nodes simultaneously. When the Email Listener retrieves an email from the "INBOX" folder, one listener instance locks the email for processing, preventing other listeners from picking it up. This guarantees that the email is handled by only one listener instance on one node, even if the listener is running on all nodes. This will efficiently balance the load while preventing duplicate email processing.

Thank you,

Sai Teja S.

@Vigneshk2107

Hi Vignesh ,

Issue 1: There may be a problem with the email  inbox having too many emails or the thread being blocked at the time of the processing, To debug the issue check the entries log-service-email instances and filter the entries with listener name the XML may have a reason for the failure reason to process 

Enable the log category pxIntegration.EmailListener and set the level to debug, the logs may produce the reason for the failures.

Issue 2: Was the email received without a subject and body? What email activity is involved in sending the email, are these auto-reply emails from the listener?

If the behavior is persistent a trace of the activities involved in submitting an email might help identify the problem

Hello @Bhumireddy,

To track the status of the feedback request, please contact the account executive for an update. 

Please note that the Pega engineering team will address this based on the urgency and severity of the issue.

Thank you.

@Bhumireddy

Hi Bhumireddy 

Thank you for sharing your request for an enhancement to product functionality. We deeply value our community’s experiences as we continuously improve our products and services. FDBK-99209  has been forwarded to the team for review and triage. You may receive details shortly.

Regarding the issue related to the root folder not being found,  Does the default setting picked from the browser converting the name of the folder within the rule form or at runtime? 

To cross-check the actual Folder Name mapping at runtime, you can trace the listener, or you may reference the folder name using Application Settings to see if there is a difference.

https://support.pega.com/question/dynamic-resolve-folder-name-email-listener-application-settings

@KAUSTAV.DUTTA

Hello Kaustav Dutta,

Please check if the following approach matches your requirements.

Process delivery status notifications (DSNs) can be configured for individual Email listeners to process the notifications, DSN setting will take precedence over Email/AutoReplySubject DSS.

AutoReplySubject default looks for the Auto-Submitted header in the subject of incoming email messages and then looks for the additional patterns, if the Auto-Submitted header is not found it validates the additional patterns,  and a feedback request is created for the customization requirement for the product.