Skipping Inbound Action a suitable GlideRecord not found

Katie A · ‎08-10-2015

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?

oleksiykosenkov · ‎05-31-2018

Generally it's about the user which gets impersonated during e-mail processing (it's not system or superuser) is missing access to subject record. Whatever reason it is, ACL or before-query Business Rule.

View solution in original post

Cort1 · ‎02-13-2018

This was a domain issue for me as well. The user who emailed in was a different company/domain of the targeted incident. Thanks for the help.

Raju Koyagura · ‎07-09-2016

We also faced the similar issue on hr_case tables reply inbound action. By deactivating the business rule 'Restrict query' on hr_case table, we resolved the issue. Initially we thought that its because of ACL's so experimented modifying all the ACL's but no luck. On hr_case access restricted by using script include, which is used in BRs/ACLs. Finally its working as expected just by deactivating the business rule 'Restrict query' on hr_case table.

scotthal · ‎09-06-2016

This business rule also leads to the HR Case not being previewed in an approval record tied to that case for users that don't meet the criteria in the business rule.

sergiuhica · ‎06-13-2017

Hello,

I have the same issue with the HR cases. Can you tell me what is the impact if I deactivate the business rule "Restrict query"?

Thanks a lot for your help

Katie A · ‎06-13-2017

I don't have that Business Rule in my system. If you can paste the code here I should be able to help.