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.

[randytangco]

The external user will not need to login to ServiceNOW.  However, they need to interact with the user via email to receive worknote information between the ServiceNOW and the external party.

[SanjivMeher]

Cool. You can add below to the inbound script, if you want them to be added to watchlist.

current.watch_list = email.origemail;

[randytangco]

@SanjivMeher.  Thank you.  will try this.  What is the alternative code I can use if I only want the third party caller be notified for additional comments only?

[SanjivMeher]

watch_list is the field you should use. Because watch list are notified for additional comments and work_notes_list are notified about worknotes changes.

[randytangco]

will adding the sender email enable the sender to be notified if I add any worknote in the INC record?