Unable to locate entry for inbound email processing

[rajapoochi]

Guys,

While sending the email back to servicnow, for some cases, i am getting error like 'Unable to locate xxxx for inbound email processing'. Anyone has idea why it's throwing for some records?

[vant]

Is this for a scoped application? If so, see this article:

Scoped apps and inbound actions

Or if its attempting to go to the wrong table:

Inbound Email problem, going to wrong table.

Also look into this:

Skipping Inbound Action a suitable GlideRecord not found

Hope this was helpful.

[sergiu_panaite]

Hi Raja,

This is what happens when an incoming email arrives at the instance:

- if it's new or forwarded email, we create a new GlideRecord object

- if there is a watermark, we try to load a current record using it

In your case, when we check the watermark availability, we don't find one and log an error. That means we are not going to use a watermark, but just create a new record.

Regards,

Sergiu

[Community Alums]

Hello!

Something that helped me find the root of this problem (I had it too) was this Hi Service Portal Article.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0751477

But basically, the problem is due the user that is sending the reply to that incident is from a different domain and might not have the roles (ACLs as well) to see things from different domains.

Hope I could help you with this!

Best regards,

Pedro