Inbound Action with invalid user

[simonvolkwe]

Hello Community,

I am currently working on Inbound email actions for the creation of an incident.

We want to change the Inbound Action so it will create an Incident even when the Inbound action can't find a User for this email address in the system. 

I changed the script so when the User is not found via email, the Incident will still be created but with a generic "Guest User" Account.

My problem is, somehow there is a second check for the user outside of the Inbound Action and I am apparently unable to find it. Because i have this Error Message: " Skipping script 'Create Incident', user cannot be resolved "   and i want to know where exactly does this message come from? 

Greetings

Simon

[Ankur Bawiskar · Accepted solution]

@simonvolkwe 

I believe those messages comes from platform level script and we don't have access to change/update that.

This is similar to how you get "Invalid Update" message when before update BR aborts the update. This also cannot be found in instance.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar · Accepted solution]

@simonvolkwe 

I believe those messages comes from platform level script and we don't have access to change/update that.

This is similar to how you get "Invalid Update" message when before update BR aborts the update. This also cannot be found in instance.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Bhuvan]

@simonvolkwe 

Follow this knowledge article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790244

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[simonvolkwe]

Hey @all,

Thanks again. I initially thought this might be happening at the platform level, but I was hoping it wasn’t.

One thing I don’t understand is that this KB article mentions that the whole process is OOB behavior:
(https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790244)

- But why is the script in the Inbound Action being skipped then?

It doesn’t make sense—if the OOB behavior is supposed to set the caller as a guest when the user is not found in the system, the incident should still be created.

Right now, the script is being skipped, which would mean the KB article isn’t accurate, correct?

[Bhuvan]

@simonvolkwe 

Check below in your instance

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0788772

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan · Accepted solution]

@simonvolkwe 

Did you get a chance to review this as I believe the information provided should answer your question.

Check your instance for guest user and make sure it it active and not locked out and has access to create/update the records on the target table for inbound email action 'incident'.

If guest user do not have required access, provide necessary roles or permissions and try again.

If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan