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

basantsoni · ‎03-27-2021

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 · ‎03-27-2021

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!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

View solution in original post

Hurleybird · ‎07-02-2021

I believe this error occurs when a user ("Peter") that is not the named contact ("Jane") on the record attempts to reply. The *system* "impersonates" this user and because the user emailing doesn't have visibility of the record, you get the error.

I posted about this here:

Allowing inbound email from the same account - Unable to locate sn_customerservice_case - Customer S...

basantsoni · ‎07-05-2021

Hi All, Thanks for your responses. WE were facing this error because user who is sending emails to update cases don't have permissions to view case because of some OOO Query Business Rule.

As per BR, Only User can update cases where they are in contact, users replied to update a case where he's not in and we have to do customization for that BR and allow users to update any cases with same account.

Thanks For your all help.

Akshya Vasant · ‎06-13-2022

Can you tell me the name of the BR?

Shyamala2 · ‎04-17-2024

Can you please tell me the BR and roles details?