Person is both a user and a consumer - Inbound email action issue

[Justin Lee2]

We have an external person who is:

• set up as a Consumer (csm_consumer) as they are the client on multiple cases.
• set up as a User in servicenow (sys_user), and accesses ServiceNow in more of an internal role.

Both accounts have the same email address (as it is the same person).

For a particular CSM case, the person has access to the case because they are the client (Consumer) on the case.  However, their User account (sys_user) does not have access to the case as their roles don't allow access to all cases.

Problem:  When the user replies to an email about a case that they are the client on, there is an inbound email action that puts the reply email into the work notes of the case. However, it is matching the sys_user, not the csm_consumer who is the client on the case. The sys_user account does not have access to the case, so the inbound email action fails.

Thoughts on how to get the inbound email action to use the csm_consumer user instead?

Thanks!

[cczernia]

Perhaps trying putting a unique value like the sys_id of the user in the outbound email action near the watermark. Something like USERID: <sys_id of user>

Then on the inbound email action search for that value to create your assignment.

email.body_text.indexOf("USERID:")

You can then use the user sys_id instead of the email.

[Justin Lee2]

Hi cczernia,

Thanks, but notifications select who the user of the inbound email is, and check their access to the associated record before any email action occurs.  Since the user identified as the as the sender does not have access to the record, the notification does not run at all, so you can't check the body text or anything like that.  There would need some way for the notification to correctly select the user who sent it, when multiple users have the same email address.

[parag-mone]

Hello,

You potentially can leverage Contributor User Roles to address this use case. The contributor user data model uses several roles that can be assigned to users to control access to cases, case tasks, and case-related information based on different business needs.

1. Instead of creating two separate user accounts (consumer and User), define only one user account (sys_user) with "snc_internal" role.

2. Additionally assign "Self Contributor" role to this user account. 

3. The contributor user data model adds a new field in the Case table - "Internal User". You will need to add this field in the Case form.

4. Self contributor role enables users to create cases for themselves. During case creation Requester user is captured in the "Internal User" field.

Thanks,

Parag