How to make servicenow to consider domains in inbound action while creating incidents

[Tamil5]

Hi All,

I understand from Servicenow wiki,

The system ignores the domain that the inbound email action record is in when it creates a record based on the inbound email action (Ref: Inbound Email Actions - ServiceNow Wiki )

Here is my issue, in my servicenow instance Pricillar (pricilla.r@<company>.com) is a inactive user.

I'm sending an email to servicenow instance to create Incident, email coming from pricilla.r@gmail.com

Since servicenow is ignoring the domain part,it is trying to find user record in the sys_user table with this 'pricilla.r' key and finds this account is inactive.

And it is skipping the incident create process.

I need to handle this situation now and create incident on behalf of 'Guest' user and need to populate the email in the watch_list field.

How to make the system to consider domain.

Please anyone advice me to handle this situation.

Thanks in advance

Prici.

[Rohit Kumar]

We also faced the same issue with the Guest account.

Generally, SN picks the domain as per the User domain who sends the email.

Now, if the user is not picked it process the emails in other domains.

Best way to is to parse some domain specific value in the emails and create/update only as per the content in the email.

One way may be to create users in the domain and with the email addresses of the guest account.

Thanks

Rohit

[Tamil5]

Hi All,

Can anyone tell me the possible way to handle this situation..??How the system skipping incident create/update?

Can I write something in between to bypass the process and create incident.

Thanks

Prici

[zica]

Pricilla,

Few tips, you may find the solution,

1. Check under you email properties if the there is a value under the followinf field : "Ignore mail from these senders. Use the name before the @ sign. (comma-separated)"

Check also please if you allow Automatically create users for incoming emails from trusted domains (should be a boolean after the field mentionned above),

if everything is okay, then

2. you may have a system property created that does not allow you to create the incident from the user that are not is sys_user table ...

To be able to create an incident into servicenow, the user has to be listed in the sys_user table. Meaning if you send an email from an external mailbox, Snow creates first the user into sys_user table and then create the incident. If it is not allowed to be created, therefore the incident cannot be created.

Please take a look on the email properties and system properties.

[Tamil5]

Hi ZA,

Thanks for your time and Yes I do understand the default behavior of servicenow.

If the user is not there in the sys_user table it is creating Incidents on behalf of Guest user right.. So can I do some thing like that..

Which means if the user is inactive and the emails are different can I create incident for Guest user..

Any idea..

Thanks

Prici.