Inbound Email Action working fine with my User but not for guest user or other Users? Why?

[VIKASM535239375]

Inbound Email Action working fine with my User but not for guest user or other Users? Why?

[Dr Atul G- LNG]

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

@VIKASM535239375 

[Dr Atul G- LNG]

https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB0521750 @VIKASM535239375 

[KingC]

Summary

  Story Title: Inbound Email Actions work for admin but fail for guest/other users

  Problem:
  - Inbound Email Actions only work when sent to/from a specific admin account
  - Guest users and standard users cannot trigger email actions
  - Impacts ticket creation, incident logging, service requests

  Common Root Causes:
  1. Hard-coded user sys_id in scripts
  2. ACL restrictions (guest lacks 'create' permission)
  3. Role-based conditions only admin has
  4. Email security properties rejecting unrecognized users
  5. Email address matching issues

  Technical Investigation Areas:
  - ACLs on target table
  - User roles/permissions comparison
  - gs.getUser() or gs.hasRole() in scripts
  - System properties: glide.email.security.override, glide.email.default.user