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

[vignesh parthib]

Hi @krishna761 

It look like a limitation based on user access , In log it show as Guest user .  please refer below article 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0779928

Thanks,
Vignesh
"If this solution resolves your issue, kindly mark it as correct."

[krishna761]

Hi @vignesh parthib 
Thanks for your response.

I referred that link. I could not see any guest user in my instance.

[RaghavSh]

@krishna761 What is the user value in the email received? You cab check that from email logs once the email is received in instance.

Based on the user, we can check the user roles

[krishna761]

Hi @RaghavSh ,

User value is email id(from address)

[RaghavSh]

There is an OOB guest user missing in your system, try importing guest user from any OOB instance or PDI.