Is there a way to create an incident from email for an external user without enabling Guest Account

[akhil19]

Question:

Is there a way to create an incident from email for an external user without enabling Guest Account?

Also we cannot enable the property to automatically create incoming users.

Any hints would be helpful.

Thanks

Akhilesh

[bernyalvarado]

Right. That's why the suggestion is not to do the user creation as incident as created. Instead have a generic account(s) for a logically group of "external" users to the ones an incident can be associated to.

Thanks,

Berny

[bernyalvarado]

As for automatically creating users based on an inbound action, that sounds like red flag for a security hole. You may want to rethink the architecture/design based on what you need to accomplish.

Thanks,

Berny

[Kalaiarasan Pus]

You may have some kind of guest account for such users and update the work notes or comments of the incident if user does not exist in the system.. This will also help you keep track of the user who created it.

[akhil19]

The problem is we don't have a fixed list of users who will email the system.

Hence I cannot associate a email id with a user account.

Is there another way ?

[Kalaiarasan Pus]

You don't need a list.. Check the incoming email id with the ID's in the user table table.. If no record exists,the user is new .. Associate the guest account for such users.