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Support Article

Unable to retrieve custom header when mapped in Service-Email



While implementing Email Listener functionality on Pega 7.1.7, a custom header is trying to be read into a property to track duplicates. This has been configured in the Request tab of the Service-Email rule, however the value is not mapped at all.

Error Messages

Not applicable

Steps to Reproduce

Not applicable

Root Cause

A defect or configuration issue in the operating environment.

After CCing the email being read by Pega to another email account (such as Gmail) to review the raw data, the custom header was not found.

Opening the email from within Pega and reviewing the headers also showed that it was missing.


Make the following change to the operating environment:

Work with email server administrators to ensure the custom header is included in the emails being read by the listener.

Published February 21, 2018 - Updated October 8, 2020

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