Skipping Inbound Action a suitable GlideRecord not found

[Katie A]

I have a custom table called Loaner Request which is extended from Task.

I created a basic notification on Insert on the Loaner Request table. We want the customer to be able to reply to that notification, which will update the Additional Comments field exactly the same as when they reply to an incident or other task. The notification does have the record number in the subject line AND the watermark in the email body.

I have a very simple Inbound Email Action called "Update Loaner Request".   current.comments = email.body_text;

However this is not working, the inbound action is skipped and the linked record is unable to be found.

These errors are appearing in the System Mailbox log.

Skipping 'Update Loaner Request', a suitable GlideRecord not found

Unable to locate loaner_request dd1b91214f79020040c601b28110c720 for inbound email processing

Anyone have any suggestions on how to fix?

[harshvardhan_11]

Hi Antony,

Can you also please provide information on how to resolve the issue.

[antonymirza]

Hello Harsh,

It's little difficult to give an absolute solution on this part without knowing the scenarios. Because, whenever it happens that means application is working as per designed and perhaps changes are required in tweaking the process. In short, I can say that user must have an access to the record on which he is replying an email.

If you're facing this problem, please share the scenario and I will be glad to assist you.

Brgds, AM

[harshvardhan_11]

I was getting the same error, so I thought may be this could be the domain related issue.

But digging a little bit, found that the error was due to ACL. If user do not have proper ACL on the record, the email could not update the record and gives error

Unable to locate <table name> <sys id> for inbound email processing

Skipping 'xyz table', a suitable GlideRecord not found.

So setting the ACL resolved the issue.

But I would like to read about the domain related issue. If any possibility of getting any link for reading about the same, then it would be very helpful.

[amacqueen]

I have a similar issue can you elaborate on what you did with the ACL?

I tried adding an ACL to the table as follows:-

My situation is I've created an app and despite having admin rights I cannot successfully reply to an email sent from the ticket.

All I get is this:-

in the log it shows:-

The inbound action is:-

Thanks

[harshvardhan_11]

Hi,

I just provided read and write access to user to update the field. in my case error was coming "Unable to locate <table name> <sys id> for inbound email processing",

It was not able to read the table.

I think you are trying to update the worknotes. Can you check if you have read, write access. Also check if any query business rule is stopping you to query the table.