Inbound email action with guest user

harshvardhan_11 · ‎02-04-2016

Hi

I have a requirement where I have a table having ACL where user with no role can't write on any field in the table. I have "update inbound email action" on the table which will add comments on record from reply email.

Issue here is I want that outside user (which are not in service now) can also update the record. Since this uses guest user for update of record and guest user do not satisfy the ACL requirement, so the inbound action fails.

Is there any way of achieving this without giving any role to guest. Maybe using other users to update the record instead of guest, but only for this table. For other table guest user should only be used.

Brian Dailey1 · ‎02-04-2016

Hi Harshvardhan,

There are a couple of ways you could approach it...

You can create an ACL allowing the Guest account to write to this table even without a role.

Select "Advanced" on the ACL so you can use a script
In the script field, enter:
answer = !gs.isInterActive() && gs.getUserID() == (enter the sys_id of your Guest user);

Or, you could impersonate a user with an appropriate role in your Inbound Email Action by using the following:

gs.getSession().impersonate(sys_id of roled user);

Either one of those should work for your scenario.

Thanks,

-Brian

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prashantnagaral · ‎02-09-2016

Hi Brian,

As per Servicenow, reply with external users update a record by Guest account only they are mapped to opened for or opened by or caller or watch list else record does not update because of sm security manage business rule set on HR Case table... Hence we would like to know is there any possibilities to run reply inbound with system Admin account? Instead checking the opened for or opened by of watch list.

Please suggest

Thanks

Prashant