SLA'S are not getting attached for Incidents created by External Users

[SRIGOWTHAMRT]

Hi Community,

I am facing an issue in a domain-separated instance regarding SLA attachment on incidents created through inbound email automation from external users.

Scenario:

• The instance is domain separated.
• SLA definitions are configured in the client domain.
• Incidents are being created in the same client domain through an inbound email action.

Expected Behavior:

When an incident is created via inbound email, the configured Incident SLAs should attach immediately if the SLA conditions are met.

Actual Behavior:

• For internal users, incidents created through the same automation have SLAs attached immediately.
• For external users, incidents are created successfully in the client domain, but no SLAs are attached initially.
• If any update is made to the incident (for example, updating the Short Description or Description), the SLAs attach immediately.
• Before making any update, if I switch my domain scope to Global and refresh the incident, I can see the SLAs.
• Those attached SLAs show their domain as the SPAM domain, even though the SLA definitions are configured in the client domain.

Additional Observations:

• The inbound action used for internal and external users is the same.
• Incident fields and SLA conditions appear to be satisfied at the time of creation.
• The issue occurs only for incidents created from external users.

Question:

Has anyone encountered a similar issue where Task SLAs are evaluated in an unexpected domain during inbound email processing in a domain-separated environment? Are there any known constraints related to domain separation, inbound email actions, guest/external users, or SLA evaluation context that could cause this behavior?

Any suggestions would be greatly appreciated.

Thanks!

@Ankur Bawiskar