Inbound Email Action For a guest user

[adamtrent]

Hi all,

I need an inbound email action that opens and incident, auto assigns category and assignment group when the email is from a specific guest sender.  

I have created an action with a lower order than the default action for incidents and with the following condition but it is not working: email.origemail == 'example@example.com'

Please could someone let me know how I can achieve this.

Thanks,

Adam

[justin_drysdale]

Please see Inbound Email Actions - ServiceNow Wiki

One way is to create a user account for the guest, and use the From: field in the inbound action.

Another is to use email.from and check for the guest email address:

Condition-

email.from.toLowerCase().indexOf("guest@guestemail.com") > -1

[cfam1]

Justin is correct but also remember to update your default Inbound action to exclude the "special" email address or you could get multiple Incidents created which is not your desired result.

[Brian Dailey1]

Or, you can include the following at the end of your *guest* IEA to prevent the others from running when it gets processed:

                  event.state="stop_processing";

Thanks,

-Brian