Is there a way to ignore certain users on inbound email processing?

[seberly]

We have separate admin IDs in our instances, but they have the same email address as their regular account.

Example:

1) The itil account "seberly" has an email of seberly[at]armstrong[dot]com

2) The admin account "seberly-admin" has an email of seberly[at]armstrong[dot]com

The problem is when I send an email to instance@service-now.com, the system associates that email with my seberly-admin instead of seberly.   I am wondering if there's a way to ignore a group of users (in this case the admins) when associating emails with users.   I understand that we could probably do perform some scripting magic to remedy, but I'm looking to solve the problem before the inbound email actions get processed.

NOTE: I am NOT looking to ignore a sender (email property).   I am looking to exclude users from being associated with an email.

Thanks,

Scott

[Michael Ritchie · Accepted solution]

Played around with this and Julian's suggestion of a business rule on the sys_email is the only way to accomplish this unfortunately.   As soon as the inbound emails are processed, server side Java is executed matching the from email address to a user record, only looking at active users.   Since this is done server side, there is not a way for you to change this, but you can create a before insert business rule on sys_email to accomplish this:

Pay attention to the order I set above.   There is an out of the box business rule with an order of 1100 that runs before insert that sets the mailbox to Inbox so it is important that we run this after that.

Then on the advanced tab, create a script to find the correct user.   You can use the sys_email's user_id reference field to dot walk and get the email address so you can query for other users with that same email.   Once you have the right user then you will need to update both the user (string field storing the sys_id) and user_id (reference field to user record) fields on this sys_email record.

I hope this helps!

[seberly]

Thanks! I believe we'll be considering this as an option.