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

[sidarth]

I do not. But in my personal opinion the only impact it will have is that anyone can update the case from email.

[sidarth · Accepted solution]

This will be resolved if we deactivate the "Restrict Query" business rule

[shane_davis]

I opened a HI ticket to ask ServiceNow about their thoughts on this and below is there response.   Turning it off worked for you guys, but I believe we are going to take one of the routes in the Community article link below.   I appreciate your feedback!

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

We do NOT recommend to turn off "Restrict Query" BR because this is
server side global rule, to turn if off might impact other function, if you
want to try the community suggestion please test it on your subprod instance
completely to verify all your functions properly .

https://community.servicenow.com/message/881617#881617

You can try with ACL to let the watchlist user able to update hr_case with
dedicated ID (create an ID just for hr_case watchlist update).

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Shane