Error : Inbound Action (Unable to locate the Record)

mdshahvez11
Tera Contributor

3 weeks ago

Hello @Everyone,

Recently, we encountered an issue in the production environment, which has been live for about 4 months.

This issue is related to email-based HR case creation via inbound actions.

We observed that for some tickets, when an agent adds additional comments on the record or sends an email to the end user, most of the time, the user’s reply correctly links to the respective record. However, in a few cases, the response email is received and visible in the email logs, but the target record is not generated.

one such and error I'm posting below : 

mdshahvez11_0-1761146613745.png



mdshahvez11_1-1761146787488.pngmdshahvez11_2-1761146943155.png

 

 

Can anyone please take a look and suggest what could be the possible cause of this issue?
Since this is in the production environment, what would be the safest way to test it?

For the records we tested, everything worked fine and we received the correct responses.
However, for some other records, we are seeing this kind of conflict.



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4 REPLIES 4

Lithesh
Kilo Sage

3 weeks ago

Hi @mdshahvez11 ,

Please Check you haven't checked Omit Watermark check box in the notification record. And check the "sys_watermark" table and see if the id in the error log has some records. If you find this answer helpful please accept the solution.

 

Regards,

Lithesh

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mdshahvez11
Tera Contributor
In response to Lithesh

3 weeks ago

@Lithesh 

No, Omit watermark is unchecked in notification.

mdshahvez11_1-1761213877691.png

I also checked the sys_watermark.list for the reference number of the received email that was not attached to its correct record , that is also present there with correct case number.






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MugTm09
Tera Guru

3 weeks ago

Hello, @mdshahvez11 .

The following knowledge might be helpful.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1301200

 

Thanks Regards

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