Guest Email Reply Failing to Update Comments

[Michael C_]

We updated to San Diego about a month ago. It was just noticed that when a guest user replies to an email sent from an ticket the reply doesn't go into the ticket.

I've checked records to see when this started and it definitely began the moment we went to the San Diego release. We have made no adjustments to ACL's or inbound actions so I am assuming this is something in the release itself. The incident updates to indicate "email received" but the email content doesn't drop to comments.

I've validated that the inbound action is running but the external user is failing on the "canWrite()" check.

I feel as though I have a few options to fix this but wanted to see if others were noticing the same issue to know whether this is something I've created or an issue ServiceNow has created.

[Allen Andreas · Accepted solution]

Hi,

There may have been some adjustments to ACLs in regard to "write" ACL permissions for that table. So you'd want to check them. It's not that YOU did it, but the upgrade I believe brought in a restriction perhaps. So you'd want to look at the incident comments field ACL, if it doesn't exist, you may want to create it and allow guest to write, if that's per your business requriement.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Michael C_]

Thanks Allen. That is where my mind was already out. I've perused everything that should be involved and I see no updates that I can say caused the issue but I did set up ACL's to support the "Guest" having what was needed to continue to update incident comments.