Inbound email action is looking up a caller using gs.createUser() (for example, help@mydomain.com). The caller is not found, so the action picks up an alternative user account that exists on the instance. Note the following:

- There may be no account for help@mydomain.com, so it cannot be found.
- The function may be using the "help" part of the email to identify another user account where the name is "Help". However, this user account's email is different from the originator (for example, help@anotherdomain.com).

Steps to Reproduce

  1. Configure the SMTP relay so users are sending emails to help@mydomain.com, where this would relay to the instance email (myinstance@service-now.com).
  2. Create a user account on the instance where the email is help@anotherdomain.com and the name of the account is Help.
    There is no account for help@mydomain.com.
  3. Use Inbound Action.
  4. Send an email to help@mydomain.com to raise incident.
    Note that the caller is set to the user account with email help@anotherdomain.com.


s.createUser() is deprecated and not recommended for use. Update the Inbound Email Action to use gs.getUserID() instead.

Related Problem: PRB567028

Seen In

Aspen Patch 2
Aspen Patch 2 Hot Fix 13B
Aspen Patch 2 Hot Fix 5
Aspen Patch 3
Berlin Hot Fix 2
Berlin Patch 10
Berlin Patch 2
Berlin Patch 2 Hot Fix 2
Berlin Patch 4
Berlin Patch 5 Hot Fix 1
Berlin Patch 7
Calgary Patch 2 Hot Fix 5
Calgary Patch 3 Hot Fix 1
Calgary Patch 4
Dublin Patch 7 Hot Fix 2
Eureka Patch 10
Eureka Patch 4 Hot Fix 1
June 2011 Release Patch 3

Fixed In

Dublin EA 0

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Article Information

Last Updated:2017-12-18 05:13:28