Issue with Guest Account

[Vijay Talupula]

Hello Every one,

In our customer instance (Istanbul), incidents are being created via inbound email actions with a Guest user account for the emails sent by the Users who don't have a user account in Snow. Below are the issues we are facing with Guest account,

1) A guest user account is not available in the System but incidents are being created with an empty (user) field and referring the to Guest profile when referring to record XML file (as mentioned in the below screenshot) not sure how?

       

2) Not sure whether "Guest" account is deleted by someone. But there is an OOB business rule "User Delete Guest" which should not allow deleting the Guest account, but when I tried creating a guest account and delete it, it allowed me to delete in customer instance BUT NOT in my personal instance which is strange and couldn't find an answer for it.

Can any one please guide me how the system is considering "Guest" account though it is not available in the system otherwise if there is no Guest account in the system, does the system automatically creates for that instance and map it like the Java constructor mechanism?

Regards,

Vijay

[Chay2]

Hi Vijay,

If the sender of an incoming email matches an existing user, the instance impersonates the matching user to complete any inbound email actions. If the sender does not match an existing user, the instance impersonates the Guest user to complete any inbound email actions. If the impersonated user is locked out, the inbound email action fails.

As far a my knowledge we will not be able to find Guest user in User table.

http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions#gsc.tab=0

[Vijay Talupula]

Hi Chaitanya,

So, you meant to say that if the user account is not there in the system and mail comes from him, then system will map that incident with Guest user eventhough the account doesn't exist in the system?

[Chay2]

I believe the guest user still exists in the user table and there is a business rule in global "User Delete Guest" which stops deleting the Guest user.

And in section 4.1 of Inbound Email Actions - ServiceNow Wiki

"If the sender does not match an existing user, the instance impersonates the Guest user to complete any inbound email actions."

[DINESH CHINNAD1]

Hi,

The Guest user account is already locked out in our instance, But still it is showing the inbound email insert/update of the ticket history as Guest. I am not sure why please advise?

Thanks,

Dinesh C