THIRD PARTY INBOUND EMAIL GUEST ACCOUNT/USER CREATION

[randytangco]

Question:  Has anyone done a solution to handle inbound email action to create INC record from third party email senders and create guest accounts for those third party senders?

Can it be done without any license ramification?

#ITSM #Platform

[Saurabh Gupta · Accepted solution]

Hi,
System will show created by as Guest but in the email log there is field user where you can find the source email id from which incident got created.

[SanjivMeher · Accepted solution]

If those external user doesnt need to login to ServiceNow, you can just use guest account instead of creating accounts for them. So any inbound email will bydefault tag to the guest account if account not found in ServiceNow.

We usually add them to the watchlist using the inbound action script, so that we know who created the incident and it also helps assignee to email while replying from the incident record.

[Saurabh Gupta]

Hi,
Anyone from external email can create incident using inbound action. If the user is not registered in servicenow it will shown as created by Guest.

You can track the email id by which this ticket got created.

[randytangco]

Where will the email ID be in the incident record log?  Can we create multiple Guest IDs; one for each email address we receive something from?

[Saurabh Gupta · Accepted solution]

Hi,
System will show created by as Guest but in the email log there is field user where you can find the source email id from which incident got created.

[SanjivMeher · Accepted solution]

If those external user doesnt need to login to ServiceNow, you can just use guest account instead of creating accounts for them. So any inbound email will bydefault tag to the guest account if account not found in ServiceNow.

We usually add them to the watchlist using the inbound action script, so that we know who created the incident and it also helps assignee to email while replying from the incident record.