Updating a record by third party user via email

[sidarth]

Hi All,

So I have a requirement like any person irrespective of the fact whether he/she is in the system or not should be able to update the HR Case.

e.g. I click on the email icon on a HR case and send an email to abc@example.com.

              Now when abc sends back a reply it should update that HR case even if abc is not in the system or doesn't have any roles.

          Note: It is working fine when the user is in the system, has no roles but is associated with the case (he might be opened_for, opened_by)

                              In this case the email he sends gets processed and the case is getting updated.

                            But if the user is not associated with the case and doesn't have specific role the email gets errored out.

I have provided the screenshot below of the email logs.

Any help would be appreciated

[Pradeep Sharma]

Hi Sidarth,

Administrators can prevent users from untrusted domains from triggering inbound actions. For example, you can prevent email from users outside your company domain from creating incidents.

Please check section 13 for more info.

Inbound Email Actions - ServiceNow Wiki

Inbound email action with guest user

[sidarth]

Sorry Pradeep but my requirement is exact opposite. I want emails to update the case

[John VanBruggen]

To clarify, it sounds like this is HR Related and the email action is setup to write to the case using the permissions of the person that is replying to the case.   Though, if the user doesn't have permissions, they update fails because they don't have access to the case.   Is that correct?

So how does a person open up ACL access to a record only when updated via email?   Is that essentially what you are asking?

[sidarth]

That is correct.

Though I am not sure if only acl's are in play here. I tried giving public access via acl but still the same error.