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.

[Kim Sullivan]

@Blessy2 -- I am having this issue as well. Did you get a resolution?