Updating Incident through mail gets ignored by system?

[AdamUMC]

Hi there,

We have a Business Rule, it's called "incident query" (out of the box ServiceNow thing).

We have shielded the notifications of one group from the rest, by extending the script of this Business Rule.

No one can see the notifications of this group, unless you are a member of this group, unless you are a Caller of the notification or unless you are included in the Watch List of the notification.

What is happening now is: for this group we import notifications from a mailbox. That works fine.

What is wrong is that when such a notification needs to be updated with an email that refers to it (string at the bottom of the email or INC number in the subject of the email), this is NOT processed. For all other groups this works fine and the addition (mail) is processed as Additional Comment in the notification.

In the log we constantly see the following notifications: "Unable to locate incident e6e99f5f9701d6542f..... for inbound email processing". This notification is repeated every time.

How can this problem be solved? What is the cause?

Thanks!

Adam

[AdamUMC]

When I make this script read-only, everything works correct:

//b.Non GROUPNAME1 users can only view GROUPNAME1 incidents as a caller or watchlist user
//if (!gu.isMemberOf('GROUPNAME1')) {
//current.addEncodedQuery("assignment_group!=4267f09287c5ddd0b2f7eb973cbb3520^ORcaller_id=" + u + "^ORwatch_listCONTAINS" + u);

}

Any idea someone, how to solve this problem? Thanks!