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

[Laurie Marlowe1]

Hi Surriya,

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

• In this example, the mailbox is set up in Outlook.  People in the field that need assistance send an email to the Outlook email address (xyz@domain.com).  You can set up auto-forward on the mailbox, or have someone monitor the mailbox and only forward the emails you want created for incidents.
• Then, in ServiceNow set up a User and enter the xyz@domain.com email address in the email field of the user:

• Then in your inbound actions set a condition for:

Hope this helps!

Thanks,

Laurie

[suuriya]

Hi @Laurie Marlowe1 ,

Thanks for the reply.

I have created one service account and added the mail id (only from this particular mail id we receive mail)....so it is working fine when mail is sent from that id incident is getting created but my requirement is if that service account is inactivated then obviously incident won't be created in this scenario an incident needs to be created for a cloud group with the work notes as integration fails so creating an incident to cloud group...how can we achieve this

Any insight will be helpful.

[Laurie Marlowe1]

Hi Suuriya,

Can you provide more detail on your statement "an incident needs to be created for a cloud group with the work notes as integration fails so creating an incident to cloud group"?  

Are you saying an integration is failing and you want an incident created and assigned to the Cloud Group?  If so, how are you alerted that the integration is failing?

Thanks,

Laurie

[suuriya]

Hi @Laurie Marlowe1 ,

I mean inbound email action as an integration

 When service account (mail id of this account noreply@company.com) is made inactive and when we receive email from this I'd then inbound email action fails the incident which suppose to create is not created....and clients are not aware of that so on further debugging we figure out the account is made inactive...if the account is active it works fine but if the account is made inactive incident is not getting created and we are not aware of that so in this case we need to create an incident and assigned to cloud team ( user group in our instance) with work notes/ comment saying inbound email action fails.

Inbound email action is written on incident table 

[Laurie Marlowe1]

Hi Suuriya,

Here is how inbound email works:

1.  Email hits inbound mailbox

2.  Inbound action looks for active matching email address in the user table and user record is active.

3.  If it does not find email address on active user record, it will try to use guest account.

4.  If guest account is not active then it will fail, and no incident will be created.

To check for failed you could create a business rule on the sys_email table to check for emails that have State of Ignored or Error.  Then an email could be sent for someone to check and see if it needs to go to the Cloud Team.

It would be a "before" business rule on "insert" to trigger an email to have admins check.

I can think of other ways to automate, but I don't know how everything is set up in your instance.