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,
You need to strore the the senders email on the tickets work_notes_list then it will trigger an email to sender.
You have to check if a notification is configured for work_notes.

[randytangco]

Will test this out.  Thank you, Saurabh.

[randytangco]

@Saurabh Gupta .  I just thought of this, what if I only need to share additional comments?  Do I add the third party email in the watch_list only?

[Saurabh Gupta · Accepted solution]

Hi,
You have to check first while changing the additional notes who all the recipients. If work notes list/watch list is available there, you can use existing notification else create a new one.