How You Troubleshoot Filtered Out or Rejected Email

Incoming email messages are filtered out or rejected by the Techmail utility for a variety of reasons, such as the header content, email subject, or because the sender does not have a customer account, or a contact record in the knowledge base.

The logic that determines which email messages are processed is based on mailbox settings, configuration settings, and the business rules your site uses. The Incoming Email Filter Details report (Public Reports/Service/Email Reports) can help you troubleshoot why certain emails are being filtered out or rejected by Techmail. This report lists every email filtered out or rejected in the past twenty-four hours, including the email address the message was sent to, the date the email was created, the filter type, the filter description, and the name of the mailbox from which the email was sent. Techmail stores this information in the Techmail Filter Details (tm_filter_details) table. For a description of information logged in this table, click Configuration > Database > Data Dictionary on the navigation pane to view the data dictionary.

This table lists the filter types associated with the Techmail Filter Details table as well as the settings and rules that cause a message to be filtered out by Techmail.

Techmail Filter Details Table Filter Types

Filter Type	Description
techmail_filter_address	This message was filtered out because the email address matches a value on the Addresses tab in the Discard Filters section of your Incoming Email settings.
techmail_filter_header	This message was filtered out because the header information matches a value on the Headers tab in the Discard Filters section of your Incoming Email settings.
techmail_filter_subject	This message was filtered out because the email subject matches a value on the Subject tab in the Discard Filters section of your Incoming Email settings.
techmail_filter_body	This message was filtered out because content in the email body matches a value on the Body tab in the Discard Filters section of your Incoming Email settings.
techmail_filter_mime	This message was filtered out because the MIME type matches a value on the MIME Type tab in the Discard Filters section of your Incoming Email settings.
techmail_filter_file	This message was filtered out because the file format matches a value on the File Types tab in the Discard Filters section of your Incoming Email settings.
techmail_filter_bulk	This message was filtered out because the Delete Bulk Messages check box is selected in your Incoming Email settings. When Delete Bulk Messages is selected, bulk email messages are not converted to incidents. Instead, they are deleted. An email is considered bulk when the Precedence: header is set to bulk, junk, or list.
techmail_filter_returned	This message was filtered out for the following reasons: Mailbox type = Service Techmail determines the email is a bounced message Delete Returned Messages check box is selected in your Incoming Email settings
techmail_filter_wrong_ db	This message was filtered out because the system recognized that it came from a separate database. No configurable setting is associated with this filter type.
techmail_filter_ autoresponse	This message was filtered because of the setting in the Discard Automatic Responses field (Off, Conservative, Moderate, or Aggressive) in your Incoming Email settings. Based on this setting, the system detects industry-standard auto-responses, such as Out of Office, in the subject and header data.
techmail_filter_ duplicate_incident	This message was filtered out because the configuration setting EGW_DISCARD_DUPLICATE_ENABLED is enabled (Default = Yes). In this case, any message that matches an existing incident (with the same date, email address, subject, and body) is classified as a duplicate.
techmail_filter_proof_ reply	This message was filtered out because it was a reply to a proof message. Emails related to proof messages are not processed. No configurable setting is associated with this filter type.
techmail_filter_reject_ disabled	This message was filtered out because the contact record is disabled. No configurable setting is associated with this filter type.
techmail_filter_reject_ reply	This message was filtered out for the following reasons: EGW_REPLY_BETWEEN_ENABLED = Yes (Default = No) Force Reply Between Lines check box is selected in your Incoming Email settings.
techmail_filter_reject_ sla	This message was filtered out because the system determined that the contact does not have a valid SLA allowing incidents to be created through email for the specified interface.
techmail_filter_reject_ account	This message was filtered out because a customer account is required. The system determines a customer account is required when the following are true. EGW_AUTO_CONT_CREATE_MA = Yes (Default = No) EGW_AUTO_CONT_CREATE = Yes (default) Incoming message email address is not associated with a contact record in the knowledge base
techmail_filter_reject_ rule	This message was filtered out because of how the business rules of the site are defined.
techmail_filter_reject_ smime_sign	This message was filtered out because of an invalid S/MIME signature certificate, which is defined by the S/MIME security settings of the mailbox.
techmail_filter_reject_ smime_decrypt	This message was filtered out because of a decryption error as defined by the S/MIME security settings of the mailbox.
techmail_filter_ unsubscribe	This message generates an email in an attempt to unsubscribe the user from further communication. Note: Techmail does process this unsubscribe message in order to ensure the contact is opted out. The message is considered “filtered” because no incident is created or updated as a result of the email.