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

[akhil19]

You mean, not the default Guest account but another account because I cannot enable the Guest account.

[Deepak Ingale1]

Hi Akhilesh

Enabling guest account will provide the facility for non system user to create incident in SaerviceNow

If you disable it only listed users in ServiceNow who have account will be able to create incident.

Is there a specific domain from which you want to allow users to have incident created even though they are not in the user table?

Domain here I am referring to email domain such as @gmail or @Servicenow.com

If that is the case then you can easily do it by keeping guest user enabled and then writing logic in inbound actions to proceed with incident creation.

[Kalaiarasan Pus]

i meant guest account as your custom account for such cases...

[akhil19]

Unfortunately, I cannot do the below things:

1. Enable Guest Account

2. Enable Automatic User Creation

[Zach Biewend1]

You could create a completely custom email inbound action. The script would be something like

var gr = new GlideRecord('incident');

gr.initialize();

gr.caller_id = ''; // sys id of some generic account like 'Email User', but not a public or guest account

gr.description = email.body;

// set whatever other fields you want

gr.insert();

This would allow creation of a record from an outside email address. You'd need to set some condition like email.subject.startsWith('new incident').

The security risk this creates is that anyone on the outside could spam your system with this. If a malicious person figured out what your condition was, they could hit the system with a lot of traffic.