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[EWSv2] Updated troubleshooting docs with new skip_unparsable_emails integration parameter #1649

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Nov 6, 2024
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[EWSv2] Updated troubleshooting docs with new skip_unparsable_emails integration parameter #1649

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Add EWSv2 skip_unparsable_emails parameter docs
samuelFain Nov 5, 2024
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samuelFain Nov 5, 2024
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9 changes: 7 additions & 2 deletions content-repo/extra-docs/articles/EWS_V2_Troubleshooting.md
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Expand Up @@ -154,7 +154,12 @@ The following are examples of error messages that may occur even if the instance
5. If the error still occurs, contact Cortex XSOAR customer support.


## Fetching Incidents crash due to unparsable emails
If you find that your fetch incidents command is unable to parse a specific invalid email due to various parsing issues, you can follow these steps:

1. In the instance configuration, navigate to the *Collect* section and click on *Advanced Settings*.
2. Check the box labeled *Skip unparsable emails during fetch incidents*.



By enabling this option, the integration can catch and skip unparsable emails without causing the fetch incidents command to crash.
When this parameter is active, a message will appear in the "Fetch History" panel of the instance whenever an unparsable email is recognized and skipped.
This allows customers to be informed that a specific email was skipped and gives them the opportunity to open a support ticket if necessary.
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