Request is not created for an inbound email action


An inbound email action should create a service catalog request, but it is not working.

Release or Environment



The catalog item which is being submitted has an user criteria defined on it. The integration user who submits the item does not match the user criteria ie. this user does not have the necessary role mentioned in the user criteria. Hence the request is not getting created.


After adding the necessary role to the integration user, the email got processed and the request also got created successfully.

Additional Information

Paris Service Catalog Release Notes:

Access check for a catalog item is now performed during its checkout. This check is also applicable in scripts and APIs.