Case is not created when external user sends an email to Servicenow

[devendranarun]

Hi Everyone,

We got a requirement wherein transport vendors (external users, not present in ServiceNow) sends an Email to ServiceNow and a case record should be created.

We created a flow designer to achieve this requirement.

While testing as an external user sending an Email to ServiceNow, flow throws an error "The requested flow operation was prohibited by security rules."

This is an ACL issue and we created 2 ACLs with create and write operations and assigned the public role.

It worked fine and Case record got created.

Client does not want this to be applicable throughout the platform.

External user sending an Email to ServiceNow and case getting created should only be applicable and specific to the flow designer that we have created.

Any suggestions to achieve this would be helpful.

Thanks,

Arun

[Mark Manders]

If that's the case, you should make your inbound flow the last one and add 'stop processing' to it, if it doesn't apply. Emails are processed through some sort of 'impersonation'. If you don't have the correct roles to create or update some kind of record, your email is not being processed.

External users that aren't available in ServiceNow shouldn't be able to create Cases at all, since these need to be related to accounts, sold products, etc.
You could create an account and a single user per vendor and update the email from the domain it came from, to become that user and then process the email. But you can't have unknown users create cases without opening up the system.

[devendranarun]

Hi Mark,

Thanks for your reply.

The problem here is the sender who will be sending the email is not fixed and anyone can send an Email. Although, we do have a list of contacts shared by the customer, but in addition to this list, other users will also send an Email (can be any domain) to ServiceNow and in that scenario, a case record should be created in ServiceNow.

Thanks,

Arun

[Ankur Bawiskar · Accepted solution]

@devendranarun 

there is already OOTB Flow which is inactive "Create Case from Email"

The above flow has subflow (Create Case for matched or unmatched user) which handles your use-case at the end

No custom inbound action required

Just activate and publish flow.

If my response helped please mark it correct and close the thread so that it benefits future readers.