Few emails are not generating helpdesk tickets

Summary:

We’ve observed an issue where emails sent to HRhelpdesk@mycompany .com are not consistently creating Helpdesk tickets. Initially, the ticket is not created, but when the same email is resent later, it successfully generates a ticket.

I checked the SVC_INBOUND_MESSAGES table and found that the original email is not present. This suggests it may not have been processed. The issue seems to affect only certain emails, not all.

The filter criteria don’t appear to be the problem, but even if the email is failing due to filters, is there a way to verify that? Do we have any logs or tracking mechanisms to identify why the email didn’t result in a ticket?