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 :
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.
