Issue with a Watermark

[seanboggess]

Have an occasionally reported issue with inbound e-mail processing and updating cases, and was able to track down a specific example.

In this case there has been back and forth communication with a client on a case. Some of the communication with the client has been external to ServiceNow with the agent copying our support e-mail address and making sure there is a watermark in the e-mail.  Typically the inbound rule catches it and updates the case with it. 

Have an example of one where the in the inbound processing identified the email had a watermark but was "Unable to locate sn_customerservice_case 888606d3db026b805a693c00ad961903 for inbound email processing" which it appeared to try multiple times.  I'm taking this as it sees it is supposed to relate it back to a case, but can't figure out which one. 

I found the watermark table and see the entry for that watermark, and it does relate back to a case record.  To me it's unclear why it was unable to locate it and update it.  There have been multiple watermarks associated with this case (25) over the two weeks it has been open. Other e-mails have updated it successfully. 

Is there some limitation or expiration on watermarks, this was one of the earlier ones in the case. 

Below are some screenshots...

[Ct111]

Hi,

Check the script in the below link where a user did a workaround for similar behaviour

https://community.servicenow.com/community?id=community_question&sys_id=06b54321db1cdbc01dcaf3231f9619c3

Mark my ANSWER as CORRECT adn HELPFUL if it helped you .

[seanboggess]

I eventually contacted ServiceNow support for some more insight, and the issue is related to security. What was occurring is person 'A' would open the case and e-mail back and forth with the agent including the watermark, and it would update the case accordingly.

However when person 'A' included person 'B' on the e-mail chain, the messages from person 'B' would not update the case since person 'B' has an account on the instance but did not have the permissions to the case the watermark related back to. 

If person 'A' included person 'C' who did not have an account on the instance, person 'C's e-mails would update the case since they are assigned as a guest account which can update cases. 

Still trying to think of a good way around this, but have done some testing and verified that this is how it operates. 

Thanks all. 

[Shoaib Rathore]

Hey @seanboggess I know its an old post, We currently have the exact same issue on our instance , did you ever come up with its solution ? 

[seanboggess]

No.  Basically gave up and just created a notification to make me aware when it occurred so I could verify that they including an employee of the company on the e-mail chain (who would presumably respond or update the case in ServiceNow).