Customer service Management - Unknown Users

[Richard T]

Hi

We have "Create case for non matched user" set to True and when an email comes in from an unknown user/email  the case it created but the contact details are blank.

We have a guest contact set up, similar to how we did when we were using ITSM but it does not pull through the Unknown User name.

Do guest contact work with CSM?

thanks

[Chris35]

Hello,

If there is a need for such behavior (Guest user) I think you need to change the outcome from CSEMailUtil (Script Include) and the function: isUserExist.

Consider if this is necessary, as configuration on ootb scripts affects future upgrades, and you may potentially miss changes and new functionality to this component if you are not actively following up skipped records and taking a review around the update.

[Virag Shah3 · Accepted solution]

Hi Richard,

If your requirement is to set contact=Guest in the Case that gets created for the email sent by unknown users:

- You can do that by modifying the script of the Inbound Email Action to explicitly set the contact record to Guest user.

In the next release, we are working on a feature to let our customers design their email processing flows through Visual Flow Designer. Once, that is out, you will be able to easily set the contact attribute to Guest user through the user interface.