How to update the case when email is sent from personal email id

[Santhosh23]

Whenever case updating I have one field were case worker can enter personal email id. I have a notification which will send the email to the personal email mentioned in that field.

when the user reply back to that email from personal email, it needs to update the case but its not updating. getting this error

unable to locate"sysID" for inbound email processing.

modified the acl and provided public and snc_external role but no luck

[SatyakiBose]

Hello @Santhosh23 

Can you please check if you have an inbound email action defined for the table?

In case the inbound action is present, please check the condition.

The OOB inbound action checks for the below conditions:

((new CSEMailUtil).isUserExist(email.from)) && (new sn_customerservice.CSEMailUtil().checkIfSenderHasFullAccessOnCase(current, email.from))

Which means, it will check if the user record exists in the system, and a email from the same user.

If the user does not exist, then it will not update the case record.

It might however work if you remove the condition completely.

Hope this helps you.

[Santhosh23]

Thanks for the response, I created new Inbound action but still no luck.

[SatyakiBose]

Please attach the XML of the inbound action you created.

[Santhosh23]

can someone pls help here