Fabian,
The only customization and pre-condition for our request management process is checking to see if the status of the request is "OPEN". If it is "OPEN" then we know it was submitted via the web. If it is not set to "OPEN" then it was submitted via email. The status then get's updated to "PENDING REVIEW" and is assigned to the Service Desk queue for classification / assignment.
What's strange is if a non Analyst submits a request via email this process executes successfully. If an Analyst submits it the errors noted previously are thrown and a ticket is not created.
Do you know where I can find the code for inbound mail for the request management process? As far as I know that code was not modified however if I can review it I may be able to identify an action or trigger that may be causing the failure.
Best Regards,
Amy