Email not recieving in SN by an external user

[PrachiI]

There is a user with role "sn_customerservice_customer" and when user is responding to the mail for a case the mail is not receiving in SN, it is coming as an error state. We found there is OOB before query Business Rule: - Case query for customer on sn_customerservice_case table with condition - !new global.CSMQueryRulesUtil().useQueryRules() && gs.hasRole('sn_customerservice.customer') && !gs.hasRole('admin')

where OOB script Include is called: - CSQueryBRUtil

Why is this getting blocked to receive an email to SN from external users? Appreciate if any response.

[k_lutz]

Hi Prachil,

I would first check if CSM Query is enabled for your instance or not. If it is, then I would check the rules to see what is happening. My first guess, is that it is not enabled and defaulting to the CSQueryBRUtilOOBConstants script include. That has hardcoded logic that will be applied and in most cases it will only accept the email (because it says the user can read the case)...if they are the contact or they are sold the product..something like that. If they may have been on the CC for example and emailing back; they will not pass this logic (most likely) and won't update the case as expected. This is only an assumption as you mention the person has the role but not their relationship to the case itself.