case is not updating when external user sends an email to servicenow

[krishna761]

Hi,

Hi Everyone,

We have a requirement where an external user (not present in the ServiceNow user table) sends an email to ServiceNow, and a case record is created successfully.

However, when the same external user replies to that email with updated information (intended to update the existing case), the system does not update the record.(Flow got not triggered).

The update action is not happening, and we are looking for a solution to ensure that when an external user replies with updated data, the corresponding case record is properly updated.

Any suggestions to achieve this would be helpful.

thanks,

Mohan

[RaghavSh]

what is the "run as" in your inbound flow? Is it set to system user?

I believe if it is set as "system" and not "user who initiates", this issue should not occur.

Please mark the answer correct/helpful accordingly.

[krishna761]

HI @RaghavSh ,
Thanks for your response.

I have configured the flow to run as the system user only, but the issue still persists.

Thanks,
Mohan

[RaghavSh]

Check your email logs , the the email getting logged with guest user?

[RaghavSh]

Also check :

https://www.servicenow.com/community/developer-forum/updating-a-record-by-third-party-user-via-email...