Create HR case from external users

[svani]

Hi all,

I need help from the community , if anyone has done the customization for creation inbound action to create HR case from external users-sender will not be available in ServiceNow, in that case how can we set the opened for or subject person in hr. case that is where i am stuck as this user email will not be available in SNOW hr. profile or in user table .

Please help me with any script or idea to move forward.

Thanks in advance

[Dr Atul G- LNG]

Hi @svani 

This is wrong use case, HR case is only for employees not for external user, an external user can use Alumni portal if he/she is ex employee of that company. Also it is not SNOW, its SN or ServiceNow.

[svani]

Hi @Dr Atul G- LNG ,

Understood the point , currently we do not have alumni portal now, and HR´s are managing everything in emails for external inquires so now they want to create case .

Thanks

[Dr Atul G- LNG]

Hi @svani 

I agree with @PrabhakarCh  for HR case, HR profile is must and without that it will not work. You need build the same else no way to do.

[PrabhakarCh]

Hi @svani,

The other way is to have a service Account created and get the mails from personal mail IDs be sent. Then, using Automation engine, you can create a workflow that will fetch the data from Service Account and create an incident in NOW. 

Best

Prabhakar (PC)