Unable to locate incident (incident 'sys_id') for inbound email processing

[Luigi Scungio]

Dear all,

i have a problem to update incident by inbound email action.

When a not-user reply to a system mail, the inbound email processing return the error Unable to locate incident (incident 'sys_id') for inbound email processing.

The original email has the watermark and if the same thing is done by a user present in sys_user the incident is updated correctly.

Can you help me please?

[Steve Wilson2]

Gingio,

There are probably ACLs on the incident table that are preventing the updates to the incident table. Check the write ACLs on the Incident table for incident.comments. You would be able to allow user to do it using ACLs but you will also be giving anyone access to comments.

Steve

[Luigi Scungio]

Hi Steve Wilson,

thank you for your reply.

I tried your suggestion but it does not work.
I first disabled acl incident.com write, nothing.
I tried to create acl free of restrictions but the problem persists.

[SanjivMeher · Accepted solution]

What do you see in the email logs, which is at the bottom of email received? Did it make use of Update Incident inbound action. If yes, then you should add few gs.info to check, where it is failing

[Luigi Scungio]

Hi Sanjiv Meher,

I took your advice and I inserted some gs.log in the inbound action.
Among the logs i found a business rule that bothered.

Thanks a lot.