Request not created using inbound email actions

[Blessy2]

Hi all,

There was a requirement where a request has to be created through an inbound email action. Everything worked until we upgraded the instance version to Rome.

After the upgrade, it started failing. 

Below is the error I'm receiving:

"com.glideapp.servicecatalog.exceptions.CartException: Your cart has item(s) no longer available."

I also referred to the below KB article as well.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867379.

The article says to add "Any user" to the " Available for " catalog item. When I added it worked, the request was created through the inbound action.  

Adding "Any User" to the 'Available for' solves the issue, but the catalog item should not be accessible to everyone. It should only be accessible for certain group users, for which I have created a user criteria.

Now, if I remove "Any User" and add the user criteria, it's failing. The request is not created.

I have also ensured that the recipient (inbound email action) is one of the system's users.

I want the request to be created through the inbound action, and the catalog item should be available to certain user criteria, not to 'Any User.' What could be the alternative in this case?

I would appreciate any help resolving this.

Thanks in Advance.

[RaghavSh]

Servicenow has provided another workaround, try that.  As it is a known issue, you will have to depend on servivenow only for solution/workaround.

[Blessy2]

@RaghavSh, Thank you very much for responding.

I tried the workaround provided in the below article. 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867379.

If there are any others please let me know/share me the link.

[RaghavSh]

@Blessy2 I implemented the same in one of my projects.

There seems no other workaround untill servicenow comes up with a fix.

Please mark the answer correct/helpful accordingly.

[RaghavSh]

@Blessy2 you can raise a HI case with service-now to know when the fix will be implemented.

I don't think much can be done here as it is a product defect.