Configure Inbound Action to send Bounce Back Email to Caller

[SNOW46]

Hello All,

There is a requirement came up currently, we are using Domain Separated Instance where for one of the Domain and Customer we want to configure an Inbound Action whenever any user whose account doesn't exist or it's not a valid or active account ServiceNow, it should throw back a bounce back email to the user stating a message like "Your Account doesn't exist in SNOW. Please contact the Service Desk for resolution looking for".

Can anyone help me out in setting up this requirement?

Thanks

[Sai Kumar B]

@SNOW46 

1.) Create an Event in the Event registry

2.) Create a Bounce back Email notification and In the When to send tab set fired By the newly created event name

3.) In the Inbound action script write the condition if the condition fails, fire the event using gs.eventQueue() else do nothing.

Note : If the user account doesn't exist in ServiceNow, Platform will not trigger any inbound action. You can only trigger a bounce-back email if any of the inbound actions are triggered. The above solution is suitable if a user account exists and to check for User-Group membership/User department/User role check etc..

[SNOW46]

Hi Sai,

Can you please guide me on the Event to be configured here and the notification to be set up. We already have an Inbound Action in place for Incident Creation where condition is set as User.Domain is <Domain Name>. 

It will really be helpful for me if you can guide me in detailed steps please.

Thanks

[Sai Kumar B]

@SNOW46 

Could you explain the validation in detail when you want the bounce-back email to be sent?

[SNOW46]

Hi Sai,

I want the validation bounce back email to be sent to the user whenever a user sends an email to SNOW and if his/her account doesn't exists in SNOW then it should trigger the email to them.

Thanks