Can inbound email actions process messages from outside email senders?

[Ken Berger]

Hi all,

I have a requirement to setup inbound email actions where the sender is not a user in our ServiceNow instance.  I have looked at the conditions and do not see a way to specify an outside email sender in the rules.  Doesn't appear to be any details on this on the web either.

Is there a way to specify an outside email sender in the incoming email rule's conditions; and if so, how can this be done?

Thanks in advance for any help.

-Ken

[itd87]

Hello, 

In the conditions add the script:

email.origemail.indexOf("example@email.com") == 0

or

email.from == "example@email.com"

or 

email.from.endsWith("@externaldomain.com")

[Satishkumar B]

@Ken Berger 

Use the script to specify your criteria for handling external senders by checking the email's from address and verifying its domain against a list of internal domains.

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[Hajar BENJAHHAR]

Hello  Ken, 

Please update  the email property by adding the domain of your user in  the trusted domain. Also, ensure that the guest user is active and not out. 

 

If this doesn't solve the problem, try creating a new user on the plateform and  make sure to check the  Web service access only field and the email contains the email of the user . Afterward, in your inbound action,  set the "From" field to the newly create user.

I hope this solution works for you

Best regards, 

Hajar