Unable to locate incident ___SYS_ID_NUMBER___ for inbound email processing due to different domainsIssue Steps to reproduce Check the sys_email recordCheck any affected incident number INCXXXXXXXYou will find it was not updated properly, the sys_email record will show the next message:Unable to locate incident ___SYS_ID_NUMBER___ for inbound email processing Troubleshooting Go to the sys email record: /sys_email.do?xxxxxxxIdentify the user field for that recordVerify user has required roles to access incidents (itl, itil admin or admin) If user has required roles continue belowIf user does not have the required roles add them and retest or reprocess the email. Identify the target record from the email (incident number)Right-click on 'Show XML'. You will see the next information:If you go here, right-click the header, and select 'Show XML' you can see information similar to this <sys_domain>XXXXXXXXXXX</sys_domain><sys_domain_path>!!!/!!!/!!&/</sys_domain_path> Compare both the user domain and the incident domain and they will be different CauseThe incident belongs to a different domain than the user who sent the emailResolutionIf you consider the user AAAA in the wrong domain or want to know why it is different than expected and when it has changed - you can enable auditing on the sys_user table through the Dictionary entry here: https://<instance-name>.service-now.com/sys_dictionary_list.do?xxxxx Consider either changing the domain of the user, or the domain of the incident. Note: This issue could occur after upgrading an instance or modifying the user records. Note: Ensure these actions are tested in sub-production instances before implemented in production environments.