Cart JS Inbound Action for External Users

[JahnaviVadla1]

I need to create an RITM for a specific catalog item whenever an inbound email is received in ServiceNow. I’ve used the Inbound Email action and the Cart JS API to submit the catalog item. This works for internal users, but for external users, it only worked in the Yokohama release. After upgrading to the Australia release, I’m facing the same issue as before. Previously, setting the user criteria to "Any User" in the Catalog Item’s Available for Related list resolved it, but now, even with the same configuration after upgrade, RITMs aren’t being created. I’m getting the error: "Your cart has item(s) no longer available. Please remove Supply Chain General Inquiry / Request from cart to continue with the checkout." How can I fix this?

[Ankur Bawiskar]

@JahnaviVadla1 

what do you mean by external user? do they have snc_external role?

Since it was working before Australia upgrade some security restrictions might be added due to upgrade which is blocking it.

Try raising case with ServiceNow

[JahnaviVadla1]

An external user refers to someone who is not part of the ServiceNow instance. When I send an inbound email using an external user, it appears as 'guest'.

[Ankur Bawiskar]

@JahnaviVadla1 

so it's a guest user and hence probably not satisfying the user criteria

since you said it was working fine before upgrading to Australia, raise a case with ServiceNow

[JahnaviVadla1]

Do I need to raise a ticket for ServiceNow, Do we have any Alternative?