Unable to locate sn_hr_core_case a7b514b9db052f80ed4e94f7db961964 for inbound email processing

Harshada Kashid
Kilo Contributor

‎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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7 REPLIES 7

michaelj_sherid
ServiceNow Employee
ServiceNow Employee

‎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

Harshada Kashid
Kilo Contributor
In response to michaelj_sherid

‎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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michaelj_sherid
ServiceNow Employee
ServiceNow Employee
In response to Harshada Kashid

‎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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V_18
Giga Contributor
In response to michaelj_sherid

‎12-11-2019 09:31 AM

HI @michaelj.sheridan what if you you have to email someone, using email client from the case form. How can you capture their response?

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