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]

Pricilla,

We can create/update incidents from any email as a guest account provided you have enabled that property.

Thanks

Rohit

[Tamil5]

Hi Rohit,

Thanks for your response and I think you did not read my original post.

Just try to reproduce the issue which am talking about you will clearly understand the scenario.

If the user account is not there in the System it will create incident on behalf of Guest. This is happening properly without issues.

My scenarios is, the external users email's first part prajan (prajan&gmail.com) and the inactive user's user id prajan (prajan@yahoo.com) is same. So when system checks for user in sys_user table it is removing the domain part in the email and it is getting this prajan as value and doing further checks.

Since already there is a user with 'prajan' user id, because of this match the system assumes that the user is inactive and it is skipping create/update incident action.

So it is not all checking the user's email domain. Some how I need to handle this situation and create Incidents.. This is what my requirement.

Thanks in advance

Prici

[Tamil5]

Hi All,

Any idea on this..

Thanks

Prici.

[zica]

Rajan,

May this be helpful to you : Inbound Email Actions - ServiceNow Wiki

(section 5.2 :

Upgrading the User Creation Method to Use the Full Email Address

[nbharambe]

Hi Pricilla,

Which version are you working   on?

I have just tested your scenario in Helsinki and it seems to be working as you expected.

1. Created user with UserID: abc.xyz , email:abc.xyz@googlemail.com  

2. Sent mail to instance from mail (abc.xyz@googlemail.com) and incident   is created   ---> Normal expected funcationality

3. Changed only email address of that user to abc.xyz@gmail.com (This is similar to your case domain is different and userID is same)

4. Sent mail to instance from mail (abc.xyz@googlemail.com) again and incident   is created with guest account.

As per Wiki

When ServiceNow receives an email message, the system searches for an existing user record with the same email address as the sender. For example:

Value of email.from variable	Matching User ID	Email address	Name
michael.tossi@company.com	michael.tossi@company.com	michael.tossi@company.com	Michael Tossi
"Michael Tossi" <michael.tossi@company.com>	michael.tossi@company.com	michael.tossi@company.com	Michael Tossi
"Tossi, Michael" <michael.tossi@company.com>	michael.tossi@company.com	michael.tossi@company.com	Michael Tossi
"Tossi" <mtossi@company.com>	mtossi@company.com	mtossi@company.com	Tossi