---
title: About Using the Message Queue Handler
slug: neurons-for-itsm/admin-user-help/enu/latest/about-using-the-message-queue-handler
createdAt: 2026-07-14T19:16:38.180Z
---

:::hint{type="info"}
This topic only applies to on-premise customers. This topic does not apply to Neurons for ITSM Cloud customers.
:::

Neurons for ITSM uses a message queue to hold email messages as they are received into the database so that they can be processed at a later time. This message queue provides more control over the email messages in terms of processing and managing the email queue. The Neurons for ITSM message queue also helps to journal messages in error and archiving. The actual email messages are stored in the message queue in the tenant database.

Using a message queue has the following benefits:

- You can back up and restore email messages during software and hardware upgrades.
- If the application fails to process a message, it no longer rolls back the entire transaction, sending the message back to the message queue for reprocessing.
- You can delete a single email message.
- You can manage failed email messages, by moving them to a different message queue and resending them later.

To configure the message queue, follow the procedures below. After the message queue is set up, users can send emails that contain XML in the body to the inbox to be configured.

The first three procedures are performed in the Neurons for ITSM Configuration Database, which can only be accessed by certain administrative users.

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## Configuring the Message Queue

Each application should only have one message queue.  If there is more than one, the application uses the first one listed. Neurons for ITSM comes with one preconfigured message queue.  We recommend that if you need a message queue with different features, you modify the default message queue instead of creating a new one.

Follow these steps:

1. Log into the Neurons for ITSM Configuration Database.
2. Open the **Message Queue Configuration** workspace.   The application displays the **Message Queue Configuration** workspace.
3. Enter information into the fields.
4. Click **Save**.

See the *Configuration Database Guide for *IvantiNeurons for ITSM for information about using the ConfigDB, including information about the fields in this workspace.
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:::ExpandableHeading
## Creating the Message Queue Handler

The message queue handler listens to the message queue.

To use the new message service, you need to configure a message queue handler.  Follow these steps:

1. Log into the Neurons for ITSM Configuration Database.
2. Open the **Message Queue Handler** workspace.   The application displays the **Message Queue Handler** workspace.
3. Enter information into the fields.
4. Click **Save**.

See the *Configuration Database Guide for *IvantiNeurons for ITSM for information about using the ConfigDB, including information about the fields in this workspace.
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:::ExpandableHeading
## Specifying the Email Handler

This specifies the email handler that communicates with the message queue handler.

1. Log into the Neurons for ITSM Configuration Database.
2. Open the **Email Configuration** workspace.   The application displays the **Service Provider Email Configuration** workspace.
3. In the **Message Queue Handler Name** field, enter the name of the message queue handler that you created in [Creating Message Queue Handler](docId\:UiyxBfvojBr8Y5KLXMEx5).
4. Click **Save**.

See the *Configuration Database Guide for *IvantiNeurons for ITSM for information about using the ConfigDB, including information about the fields in this workspace.
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:::ExpandableHeading
## Configuring the Email

1. Log in to the application using the Administrator role
2. Open the **Inbox** workspace. The application displays the **Inbox Configuration** workspace.
3. In the **Email Processor** field, select **ExportEmailAsXml**.
4. In the **Data Import Connection** field, select **Email XML with XSLT**.
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## Viewing the Messages with Errors

You can view information about the email messages that have timed out or had errors. You can also view archived messages if you configured the message queue to do so. (See the **Archive on Completion** and **Purge Archive after (days)** parameters in the **Message Queue Handler** workspace in the Neurons for ITSM Configuration Database.)

1. Log in to the application using the Administrator role
2. Open the **Message Queue Journal** workspace.

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The application displays the **Message Queue Journal** workspace, including any messages that meet the criteria.
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3. To replay the email messages that have timed out, click **Replay Message**. This moved the email message back into the message queue to be processed again.
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:::ExpandableHeading
## Defining the Data Import Connection

For information about defining the data import connection, refer to [Setting Up a Data Import Connection](docId\:z8kDIsU8GjFwJeWThqcUk). Select **Email Import** as the connection type.
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