inbound Actions for external

[mukkamulasagar]

Hello All,

We have create a New Inbound Action based on the subject line it will create an Incident on our Client ServiceNow Environment. Incident creation and everything is working fine but when our environment receiving an email from our client email id but the email is coming from one of our external stakeholder where the Alerts will be triggered from our external stakeholder. and i am getting an error in the Email log like "Guest User Account was Locked our". Is there any other way without activating the Guest user profile to active. so,that the incident creation will take place.

regards,

Sagar M.

[Tanushree Maiti]

Hi @mukkamulasagar ,

There is no alternative way here.

When instance receives an email if the user who has sent the email doesn't have valid profile in the instance (external user), system impersonates the Guest user to perform the actions in the qualified inbound action. If the guest user doesn't have permission to create or update a record on the target table inbound action fails to perform the qualified action

Here is support KB article for your reference:

Inbound Action does not work for emails sent by users without a profile in the instance - Support an...