ServiceNow HRSD Inbound email Action Processing Issue

[mdshahvez11]

Hello Everyone,

I’m working on an issue where multiple inbound emails are linked to different email ID, which further creates a ticket under a separate assignment group.

The problem is that when an end user replies to an existing record, the reply is not getting attached to the ticket. In the email logs, we are seeing the following error:

Unable to locate sn_hr_core_case e47411df87fab699c7300e97cebb352c for inbound email processing

Earlier, I believed that a Query Business Rule which is used to restrict ticket visibility to specific group members was causing the issue. Because of this, the system was unable to locate the record when a reply was received, resulting in the error.

To address this, I made the following changes to the Query Business Rule conditions:

1. Users in the assignment group can see the records assigned to their group.

2. Opened by / Created by users can see the records created by them.

After implementing these changes, I tested the scenario again; however, the issue is still occurring, and I was not able to reproduce it consistently.
As for many records the replies are getting attached to there records correctly .

[Rohit Ladda]

So you are suggesting HR case with those sys ID's exist in your instance and you have verified but still getting unable to locate error?

[Ankur Bawiskar]

@mdshahvez11 

how it behaves if Query BR is disabled?

If it works then it means that Query BR is restricting read access to that HR Case.

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