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Support Article

Email Listener not returning acknowledgements



An EmailListener is not replying with the configured acknowledgement emails. When tracing the Service Email the When rules defined in the Response tag are not executed.

The service activity can be seen to be called, and the email is attached to existing case (or new case is created as per functionality), and it exits with no error. Neither are there any errors in the logs.

Error Messages

Not applicable

Steps to Reproduce

Not applicable

Root Cause

It was found that the DSS Pega-IntSvcs email/blockResponses was set to true. This will block any response sent from any EmailListener in the system.


Set the DSS Pega-IntSvcs email/blockResponses to false (or removing it) and restart the EmailListeners, to send the configured notification emails.


Published July 31, 2018 - Updated October 8, 2020

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