Service Desk mail eater is not processing certain emails the mailbox get stuck and it cannot advance any further, blocking all the rest of incoming emails, removing the email and restarting the process is the only option to make the maileater available again.
The log will record a message like the one bellow:
"Email size 3287296 bytes is greater than the allowed limit of 500KB bytes. Email cannot be processed."
Release : 17.X
Component : SERVICE DESK MANAGER
To prevent this issue the suggestion is to set that the entire email is treated as an attachment.
1. Log to Service Desk with an administrator account
2. Go to admnistration tab and then to mail select the mailbox.
3. Set the mailbox to attach the entire email to YES.
4. Restart the SD service to ensure that the maileater use the new setup.