Impersonating Guest Account

[tonyshabani]

Is it possible to modify ServiceNow to impersonate a different user rather than the guest account when triggering inbound actions?

[bernyalvarado]

The approach could be to check if it's the guest account and if the account is inactive then associate the record to your custom user (within the Check for Inactive User business rule).

I hope this helps.

Thanks,

Berny

[Brian Dailey1 · Accepted solution]

Hi Tony,

What you can do instead is place a (Before) Business Rule on [sys_email] with conditions of "Type is Received" and "UserID is Guest", and have it update the email message record before insert to use your customized guest user instead for user_id (or whichever field is the user reference on [sys_email]).

Then your unknown senders will get processed as the new guest account without your IEA knowing the difference.

Give that a try, I say.

-Brian

[tonyshabani]

Hey Brain,

This worked like a charm! The only issue was that the target was coming in as null, but I just queried for it using the number from the subject and that fixed it. Thanks for your help!

Regards,

Tony

[Brian Dailey1]

Great! I think it's always better to catch things like this early (on insert) rather than later (IEA), where you might have to deal with it in multiple places.

-Brian

[tonyshabani]

Thanks Guys! I'm going going to experiment and get back to you if this solution works.