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]

Thanks for your reply!!

I did try this script but unfortunately it's not working.

ServiceNow is skipping this inbound action since the Guest is inactive(this is what I could gather from the Email Log).

[Laurie Marlowe1]

Akhilesh,

We have a similar situation.   Here is our solution:

1.   Set up an email account for all external people to send emails to.   Example:   xyz@domain.com

2.   Set up a rule to forward the emails to YourInstance@service-now.com OR have someone monitor the email inbox and manually forward to YourInstance@service-now.com (screen for SPAM)

3.   Set up a service account in your instance with the email address used in step 1 above.

Works great!

Thanks,

Laurie

[Inactive_Us1738]

Hi, 

We have similar requirement, can you please help me on this

Requirement: When external support users sends mail(external mail application) to Servicenow, ticket should be created.

Thanks, Jay

[Laurie Marlowe1]

Hi Jay,

You have to decide if you want to have guest user accounts set up automatically in your instance or not.  When the email comes into the instance it looks at the User table for an email match.  If it does not find a match it creates a "guest" account.  Depending on your licensing model this could have ill effects and use a license.  If you do want to create guest accounts, there is a property you set to enable this.

If you do not want to enable guest accounts, you will need to do the following:

1.   Set up an email account for all external people to send emails to.   Example:   xyz@domain.com

2.   Set up a rule to forward the emails to YourInstance@service-now.com OR have someone monitor the email inbox and manually forward to YourInstance@service-now.com (screen for SPAM)

3.   Set up a service account in your instance with the email address used in step 1 above.

Thanks,

Laurie

[suuriya]

Hi @Laurie Marlowe1 ,

I have similar requirement when an external user sends the mail to our production group mail box incident gets created using inbound email action but created by of the incident is showing as guest. In our instances there is profile named guest with mail id noreply@yourcompany.com like that....if I inactive the guest profile then incident is not getting created. In this scenario h

As per your above comment I'm planning to create a service account....can you elaborate more on the first step please...do I need to create a service account by adding the email id of the external user in mail field of service account? Is my understanding correct

Thanks in advance