Trigger xxxyyyzzz: Unable to access target record for table name sn_customers

[Mira1992]

Hi,
I have a CSM question.
When trying to update a Case via inbound email our Flow does not get triggered if the email is NOT from User.
In the email log there is a message:
Trigger db40161f1b27e5504c98ec69b04bcb7e: Unable to access target record for table name sn_customerservice_case, skipping

Flow itself is fine and works for users but as far as I know when an email is sent from an external user, Guest user is being used to create/update a Case.
Case creating works fine via inbound emails but not updating.

I believe the issue is with some role Guest User should have or with the ACLs but this is where I am lost.
What would you reccomend me to make this work? Assign some role to the Guest user or create ACL?

Many thanks for any help.
Miroslav

[Peter Bodelier]

Hi @Mira1992 

Please check if this article helps you : Error in Processing Emails - Unable to locate sn_customerservice_case

[Mira1992]

Hello Peter,
thank you for your reply but this does not help.
My email log message is: Unable to access target record

Also I cannot impersonate an user sending the email as they are "only" in a consumer_user table but not in the sys_user table. These Cases I need to update via inbound email are being created by a Guest user

[Peter Bodelier]

Hi @Mira1992 

I understand, but the basic principle remains the same. Guest user needs to have access to the record you want to update, otherwise your flow will not run.

See Inbound Action does not work for emails sent by users without a profile in the instance - Support an... for reference.

[Mira1992]

At the end we decided for a workaround, just to send email notifications to the assignees that a new email has arrived to their Case.