question Need to find the source of error message in Developer forum

Need to find the source of error message

abhijats — Thu, 06 Jul 2017 12:24:24 GMT

Do anyone know from where below message comes :

Unable to locate sc_task <sys_id> for inbound email processing

It is coming when one user replies to received email. And he belongs to child domain while ticket is in parent domain.

I have to use NoqueryDomain code somewhere to get his reply captured in ticket

Re: Need to find the source of error message

Chuck Tomasi — Thu, 06 Jul 2017 12:33:14 GMT

From the sounds of it, that message sounds like it's being generated from the system. Normally, I'd start looking in System UI> Messages and/or use Pradeep's article to use Studio's code search.

Using Code Search to make developing on the platform easier

Looking through System UI> Messages didn't turn up anything related to your message so that's what leads me to believe it's the platform that is generating that, not some user accessible script.

Hopefully someone with domain separation experience and inbound email action knowledge can step in and lend some information, otherwise I would reach out to customer support on this one.

HI Service Portal - ServiceNow

Contact Support | ServiceNow

Re: Need to find the source of error message

sergiu_panaite — Thu, 06 Jul 2017 13:25:50 GMT

It's a hardcoded message and basically we're trying to match the incoming email against a watermark. If none is found we throw the error message you see. More on watermarks here:

Watermarks on notification emails

Re: Need to find the source of error message

abhijats — Thu, 06 Jul 2017 13:33:20 GMT

Then I would like to know where is the code to match the watermark because I am sure system will not be able to find ticket details even from watermark since it will run in user's doamin where he has no permission to access parent domain.

But if code to match watermark is exposed then may be we can try to manipulate it.

Re: Need to find the source of error message

sergiu_panaite — Thu, 06 Jul 2017 13:37:26 GMT

Code is not exposed so you can't manipulate it. From the link I provided:

Inbound email actions might not work properly if watermarks are omitted from email notifications. Without a watermark, inbound email messages cannot be associated with the accumulated comments related to the original incident, and each subsequent notification that is sent is treated as a new incident.