Inbound email action for users without 'itil' role

[steveturley]

Hi.

Have noticed that the 'Update Request Item' Inbound Email Action only appears to work if the user replying has the 'ITIL' role. Most of our Contacts only 'sn_customerservice.customer' obviously. 

How is this meant to work for these users?

Thanks!

[Saurav11]

Hello,

This is because the OOB inbound action "Update Request Item" has the logic to work only if (gs.hasRole("itil")) you need to remove that line.

Please mark my answer as correct based on Impact.

[steveturley]

The problem with that is that I've tested this with incident and the inbound action 'Update Incident (BP)' works fine which also seems to have that reference in. Therefore, I don't get why it doesn't work for Request.

[Saurav11 · Accepted solution]

Hello,

Then the difference would be in the ACL of the tables.

Check if Incident table has write ACL which allows users where as RITM will not have any write ACL allowing the users to do it.

Did you apply logs on both inbound and see till what point the logs are printing this will probably give a better idea.

Please mark my answer as correct based on Impact

[steveturley]

That was it - thanks. I added some ACL's to allow 'sn_customerservice.customer' to be able to write to the sc_req_item table and all was well.