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...
