Unable to locate sn_hr_core_case a7b514b9db052f80ed4e94f7db961964 for inbound email processing
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‎10-24-2018 10:20 AM
I am receiving error message "Unable to locate sn_hr_core_case a7b514b9db052f80ed4e94f7db961964 for inbound email processing" while processing inbound emails.
One user is trying to reply to email but it is not updated in worknotes and commect section.
When i checked the logs, i found this error.
Can anyone help me?
I have checked the roles of that user also, other people's reply are updated in worknotes.

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‎10-24-2018 10:37 AM
Hi Harshada,
Was the original email sent to the Opened For, Subject Person or anyone on the Watch List? If not, this is expected behavior due to the Restrict Query BR on the case table. Even though there may be a watermark on the original message, it would not be appended to the existing case if the reply came from someone other than the 3 entities I mentioned above.
Regards,
Mike
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‎10-25-2018 02:46 AM
Hi Michaelj,
could you please tell me where we can check watchlist people ?
To provide approval, mail has been sent to 2 people as per screenshot but both users had replied to that mail but only one users reply came in worknotes and for other user, i am getting that error "
Unable to locate sn_hr_core_case a7b514b9db052f80ed4e94f7db961964 for inbound email processing
" message in logs.

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‎10-25-2018 09:17 AM
The Watch list is the field just under the Assigned to field on the right side of the case (Out of the Box). Any individual included in this field will be able to have their replies accepted by he case. Keep in mind, the watch list notifies the individuals in this watch list on updates and the like, so may not be best to just place someone in this field so they can reply to the case.
In the example you gave above, it looks like jbrant is in one of the following fields on the case:
Opened For
Subject Person
Watch List.
Regards,
Mike
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‎12-11-2019 09:31 AM
HI