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 Akb,

I really appreciate for your effort to make me understand the things..
Even I have tried now and am getting the same response, which is incident creation got skipped since the user is inactive.

And yes the Guest account is enabled properly in my instance and it is working fine for other users.

Whether your instance is "Automatically create users for incoming emails from trusted domains" option enabled ?

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"

Thanks

Prici

[Tamil5]

Hi Akb,

I'm really thankful for your valuable time.

I have referred this https://hi.service-now.com/kb_view.do?sysparm_article=KB0547710 KB article and they are explaining the exact error which I'm facing.

And it is suggesting users to enable Email Automatic User Creation plugin

I have tested the same scenario in servicenow DEMO instance (which is Email Automatic User Creation plugin enabled ) and it is working fine(as you explained)

Means, even there is same inactive user ID present, it is creating incidents properly on behalf of Guest user

My Queries:

I just want to know,

• How to enable this plugin ?
• Is it a Hi portal request?
• Enabling this plugin will create user account in Users table for all unknown users(if my trusted domain is *) ?

When I checked with DEMO instance it is not creating new user account when a new user sending email.

installing this plugin will cause any issues in my production instance ?

Any pre/post installation steps needs to be done to install this ?

I got confused with some wiki articles, please advice

Thanks much

Prici