case is not updating when external user sends an email to servicenow

[krishna761]

Hi,

Hi Everyone,

We have a requirement where an external user (not present in the ServiceNow user table) sends an email to ServiceNow, and a case record is created successfully.

However, when the same external user replies to that email with updated information (intended to update the existing case), the system does not update the record.(Flow got not triggered).

The update action is not happening, and we are looking for a solution to ensure that when an external user replies with updated data, the corresponding case record is properly updated.

Any suggestions to achieve this would be helpful.

thanks,

Mohan

[Bhuvan]

@krishna761 

Make sure the trigger conditions for the Flow matches inbound email for Case Update by comparing it with email logs

Refer below knowledge articles for more details

https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB0535493

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535434

You can refer below knowledge article to troubleshoot potential causes for inbound email action not working as expected

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538137

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[krishna761]

HI Bhuvan,
Thanks for your response.

Yes, conditions are same. Still flow not triggered.
In email logs , i can see this "target does not match target record for table name"

[Bhuvan]

@krishna761 

If it is not confidential data, please share email logs for any case update scenario and Flow Designer steps if you have customized it.

I believe trigger conditions are not matching which is why Update Case via Reply Flow is not executed or it is possible user do not have necessary roles or ACLs to update the record due to assignment or other conditions once record is created.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0861013

If you already followed all troubleshooting steps shared earlier, check if below is doable in your Non-Production environment. Try to copy the flow and disable old flow and test again

https://www.servicenow.com/community/developer-forum/email-inbound-flow-with-matching-conditions-not...

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[krishna761]

Hi @Bhuvan  
Below is the email log screenshot.
I have created write access ACL with public role still in is not working

Below is the trigger condition in flow

[Bhuvan · Accepted solution]

@krishna761 

Can you follow below resolution in your instance

https://www.servicenow.com/community/csm-forum/trigger-xxxyyyzzz-unable-to-access-target-record-for-...

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan