Unable to locate sn_customerservice_case ****************** for inbound email processing".

[basantsoni]

Hello Friends, We are facing one issue when in CSM scope application for case Management. 

when a user reply to update a case, reply did not update into case into comments, when i check email logs email received by ServiceNow but there are continuously errors. 

"Unable to locate sn_customerservice_case ****************** for inbound email processing".

When i checked inbound email actions for reply on this table and emails, none of reply inbound email action triggers, all are skipped.

Also, When I checked this issue in the community, I found some answers.

1: Because of domains this could happen. We don't have any domains it's single tenant ServiceNow account.

2: If a user impersonated someone when the user replied then this could happen, when I checked event/system logs and did not find anything like this. 

Why is this error happening? and what could be the problem? and how can we replicate this problem?

Thanks Basant

[Allen Andreas]

Hello,

Can you give us more information as far as the information in the reply email?

1) Do you have an appropriate reply inbound action set up for this table?

2) Is there a watermark in the reply email so that it can associate itself to a case?

3) If no watermark, is there case number in the subject line?

Please mark reply as Helpful/Correct, if applicable. Thanks!

[basantsoni]

Hi Allen, Thanks for your help and reply. 

1) Do you have an appropriate reply inbound action set up for this table?

Yes, There are 4-5 Inbound Email Actions for Reply. 

2) Is there a watermark in the reply email so that it can associate itself to a case?

Yes, Watermark is there. 

3) If no watermark, is there case number in the subject line?

Yes, Case Number is mentioned in subject line. 

[Allen Andreas · Accepted solution]

Hi,

Feel free to contribute more than just what I'm asking...

The person that the email is from (which your ServiceNow search for this person and sees if they have relevant permission to access the record in question) is this person authorized to see the record? So if you impersonate that same user, can they view the record they're replying to?

As I said before, you aren't really giving us any other information.

If you don't mind, please give us the details as to why you think this should be working...considering there are permissions and such in place for this type of record.

If the user is not found, it tries to come in as "Guest", "Guest" do not have access to CSM. We don't know much more as you're not telling us more.

Thanks!

[kuldeep9]

Thanks @Allen Andreas , You are right , in my condition I was not having access to sn_customerservice_case table so I gave the required role and all works fine , Thanks again.