caller is setting as a guest using inbound action

[sharayudeshmukh]

Hi All,

We have defined inbound action of type "New" which will create incident in service now.But for some users caller is setting as a guest.I have checked the in the user table , these users are exists.I am not able to find out what will be the reason behind this.Because as per my understanding if user is not in the user table, service now set caller as guest. But here the case is different, user is there in the user table still it is setting as a guest. Below is the inbound action which we have written for creation of incident.

current.caller_id = gs.getUserID();

current.comments = "received from: " + email.origemail + "\n\n" + email.body_text;

current.short_description = email.subject;

current.category = "request";

current.subcategory = "password";

current.incident_state = 1;

current.notify = 2;

current.contact_type = "email";

current.insert();

Thanks in advance -:)

[Abhinay Erra]

Are the emails present for those user records\ in the instance? It checks fro the email address and if it finds in the instance, it impersonates that user or else it will impersonate the guest

[sharayudeshmukh]

Yes..these emails are present for those records in the instance.Still it is setting as a guest..

[Abhinay Erra]

Are they inactive?

[sharayudeshmukh]

No they are active.