Unable to locate [Table Name] [Record SysID) for inbound email processing

[dylankerr]

Hi everyone,

I’m seeing the following error during inbound email processing:

Unable to locate [Table Name] [Sys ID] for inbound email processing

We’ve confirmed this happens when the email sender does not have a sys_user record. Because of this, the inbound email runs without a user context and table ACLs block access to the record, causing the error.

If the sender does have a user record with access, the inbound email works as expected.

Requirement:
We need to allow emails from anyone (including external users with no user record) to be logged and associated with a Case.

Does anyone know:

• What specifically controls this behavior (ACLs, inbound email actions, system properties, etc.)?

• A recommended workaround to allow inbound emails from unauthenticated senders to still attach/log against the Case?

Thanks!

[SanjivMeher]

It looks like you have deactivated or deleted the guest user account.

And the below property is set no for you. 

If so I would suggest reactivating the guest account and try and add those emails to the watchlist.

[dylankerr]

Hello, Thank you for the reply. We do not want to have to create user accounts for these inbound emails.  Do you know if this is possible? I will look into the deactived guest account

Thank you!

[SanjivMeher]

Yes. guest account is the option then.

[dylankerr]

Thank you for the help, In our instance we have a sys_user called guest, that is active. Is there any other configuration that we need to modify for the guest account to work.