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.

[Tamil5]

Hi Nilesh Bharambe,

Thanks for your time,

For your information I'm using latest version of servicenow - Geneva with patch7

A slight change in the steps you have done to reproduce my issue,

1. You have created a user account 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. Now don't change the email of the user that we have created, just make the user inactive.

4.   Now send email to servicenow instance from the email abc.xyz@gmail.com

5. Now incident will not be created.

This is my exact issue

Thanks

Prici

[nbharambe]

Strange!, I have tested it exactly as you stated and its working perfectly, (You need to train your instance properly, its not obeying your command. )

1) Sent a mail from user account and incident created.

2) inactivated user.

3) Sent a mail from another account having same user ID (Separate domain)

Incident is created.

Can you check your guest user account is not locked and active!

Thanks

Nilesh

[zica]

THat is normal,

the incident is not getting created not because of you have inactived the account (abc.xyz@googlemail.com) but because this user do not exist in your system (abc.xyz@gmail.com)

Go to system properties >> Email properties >> check if this field is set to true or false "Automatically create users for incoming emails from trusted domains"

ServiceNow KB: Verifying Inbound Email User and Incident Creation Settings (KB0521750)

[Tamil5]

No, if the user does not exist it should create an incident on behalf of Guest.. It should not skip the incident creation process.

And I do not want to maintain user account for those users. I just want the ticket to be created with Guest account. But that is not happening

Thanks

Prici

[zica]

Make true the property above and give a try again