This article was created in response to a support issue logged with K2. The content may include typographical errors and may be revised at any time without notice This article is not considered official documentation for K2 software and is provided “as is” with no warranties.

Issue

SmartAction mails are received in the service account mailbox. They are moved to "deleted" but no workflow instance action is done.

Symptoms

It seems that the SmartAction Mails received in the service account mailbox is ignored and deleted. No errors are raised and no entries in the host server logs indicate any issue or error.

Resolution

The most common solution to this issue is to change the spam filter rules in the K2HostServer.exe.Config file.

This could be caused by the K2server seeing these mails as spam and will then delete them without any other action. To change the spam filter rules or disable them completely, please follow the below documentation on guidelines and acceptable configuration:
https://help.k2.com/onlinehelp/k2five/icg/5.1/default.htm#Configure/Smartactions.htm