Overview

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The following KB provides information around behavior where a non-user responds to an email where there is an inbound email action that performs a specific action.

The expected behavior is that the email response will update the corresponding record. However, by default the transaction will not get processed.

 

Symptoms

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• A user, who does not exist in the platform, responds to an email and expects a Facilities record to be updated. However, no update occurs.
• An admin user checks the email log and sees the following message: "Unable to locate facilities_request 1ca10935db596f000a845099dc961927 for inbound email processing”.

 

Cause

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By default, any transaction made against a ServiceNow instance requires there to be an active user for that transaction.

Since the user does not exist in the instance, the transaction is not processed.

 

Resolution

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To remediate the issue, perform the 3 following steps:

1. Modify the Business Rule to allow non-users to have write permission to Facility records (can also disable the Business Rule too). 

https://INSTANCE.service-now.com/sys_script.do?sys_id=43524ed1df203100dca6a5f59bf26317

2. Create a write ACL on facilities_request table for the field that the email is supposed to update.

3. Create a write ACL on facilities_request_task for the field that the email is supposed to update.