Inbound email flow not working as expected

[Casper Gr_nborg]

Hi guys, hopefully somebody is able to help me, fingers crossed.

I am trying to update a case from a reply email with users that might not have access to the case table.

I have created an inbound mail flow that runs with a role that have access to the case table, but I'm still not able to look up taget from the mail.

So the question is really: is this doable ?

when is the email processed ? before or after the inbound flow.

If after, then this should definitely work.

I have created support tickets earlier but ServiceNow support has not been able to help me with this issue, hopefully I have more luck with the community 🙂

[Mark Manders]

Why was NowSupport not able to help you? What was their answer? Or did they tell you it couldn't be done and you hope we have a different answer?

Emails come in with a check to see if the user that emails has access to the existing record or not. You can look a that as the system impersonating the user and checking the access. If that access is not there, it can't update the record. This is also for security so people that don't have access also can't update it. Otherwise they would have access. The 'when' in your question doesn't matter. It's the 'who'. And that 'who' is the sender, not the processor. 

Why would you want to enable someone without access to update a record? Let them create a new record that is attached to the other one, based on custom logic within the flow. But you can't get around that access, without opening your entire system and let everybody update everything.

[ersureshbe]

Hi,

There is an OOB inbound action. Did you check this? Is that working or not?

[Mark Manders]

That doesn't work, because without access to an existing ticket, you aren't allowed to update it.