question Records creating with Guest account in CSM forum

Records creating with Guest account

kamana26 — Wed, 11 Sep 2024 15:39:37 GMT

We're currently facing an issue where CSM tickets are being created with a guest account, and we are unable to identify the origin of these tickets. They're not being generated from any Inbound Action. After reviewing the logs, it appears that some Service Catalog REST API is triggering the action. However, we do not have any integration.
The URL responsible for this unauthorized request looks as below :

<Instance_name>.service-now.com/api/sn_sc/v1/servicecatalog/items/producer sys_id/submit_producer

Have anyone faced such issue?

Re: Records creating with Guest account

Anurag Tripathi — Wed, 11 Sep 2024 15:49:00 GMT

Hi,

See this, might help

User Records are being Created by the "guest" User - Support and Troubleshooting (servicenow.com)

Re: Records creating with Guest account

kamana26 — Thu, 12 Sep 2024 12:20:58 GMT

Hi Anurag, thanks for sharing the article. However, it seems this might not be the same scenario we're encountering. Based on the logs, it looks like the user session is intermittently switching to 'guest'.

Regards,

Kamana