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

[ComputerDriver]

Hey Mira, I'm running into this same issue, can you elaborate on your solution? Currently I am trying to use the Flow Designer and using the "Test" function their with an email record, it works but when I actually send an email with the correct watermarks, etc. the trigger is skipped like your previous issue.

How did you go about with your workaround, was it a flow modification? Inbound email action? something else?

Thanks in advance!

[Mira1992]

Hello ComputerDriver,
we ended up not updating a Case via the Guest but creating a new simple flow which was triggered by the reply inbound email. This flow fires an event and this event just sends a notification to the person to whom a Case is assigned to. Something like:"Hey, there is a new email from a non Consumer"

[Allex Sousa]

I faced the same issue. As Peter mentioned, to trigger the flow, the guest user would need the proper permissions for the table specified in the 'Reply Record Type' field, which is present in the flow trigger. The solution I found was not to fill in the table in this field but instead that, you can retrieve the record through a look up record action passing the email object's data pill field named 'target' with the 'document ID' type. this field references the respective record associated with the email, so you can handle the necessary processing through it.

Also, make sure you assign the target table role in the 'Run with Role' flow properties.

 

 

[AlexLima84]

Thank you @Allex Sousa . Your suggestion helped me a lot!