INC ticket opened by non-agent

[pranita-24]

Hi everyone,
I am facing issue in creation of INC .
we have one incident which is created from the agent who is not a member of selected assignment group and that user does not have access to create INC  and does not have any roles .
No any Universal request is connected to to that incident but still the user had created the INC . 
How it´s possible for an user to open INCs without UR .

Please help us to resolve this issue.

Regards,
Pranita

[AndersBGS]

Hi @pranita-24 ,

According to the channel information, it seems like the user created the incident by sending an email to Servicenow. Please verify from the logs / work notes. It could also be (if channel is not correct), that the incident is created from service portal as suggested by @Dr Atul G- LNG .

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[AshishKM]

Hi, 

Did you check the sys_email log for any Inbound Action triggered this incident as suggested by @AndersBGS .

An active user can create INC via email unless the inbound action is disable. 

Check the first activity log, which will show the all details , also check if there is an received email with same subject line same as short description of this incident. 

-Thanks