Incident Records Not Updating When Receiving Reply Emails in Domain Separation Environment

[aishwaryadnagar]

I am experiencing an issue with updating incident records in our domain separation environment. Specifically, we encounter an error whenever a user sends a reply to an incident. The error details are as follows:

Unable to locate incident 6b1750e0dbab4e10343992ccd39619bc for inbound email processing

Additionally, the reply email includes a watermark, but this does not resolve the issue, and the incident record still fails to update.

We are looking for a way to update the incident record without having to save the new contact into the system. Is there an option or workaround to achieve this?

Thank you for your assistance.

[Mark Manders]

On inbound email functionality, there is a sort of 'impersonation' done by the system to validate if a user has access to update the ticket. Even when there's a watermark in there. Since an incident (OOB) can only be updated by ITIL users and the people on the watchlist/creator, when you are saying 'don't want to save the new contact', I assume this email is coming from someone without any roles in the system, hence, it's not updated.

You should also ask why you want to allow people to update a ticket that isn't their own (they have no right to do so, looking from the system). If you would allow it, this would open you up to a lot of security risks. 

An email gets forwarded (or worse: an email account gets hacked) and from a simple reply they can enter your system.