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 Dinesh,

Can you take a look at this particular system property "glide.pop3.process_locked_out".

Locked out users triggering inbound email actions

[DINESH CHINNAD1]

This property is already set as "glide.pop3.process_locked_out" false.

[saprem_d]

Hello,

Guest user is used for all unauthenticated transaction in ServiceNow. A few Examples are

- Processing of inbound email actions: When an email is received by ServiceNow, tool does not know if the user exists in user table and hence does not know about the authenticity of the transaction. The guest user then processes the script of the matching inbound action and if the "sent from" matches with any profile existing in sys_user table, system impersonates that user and as per his access, performs operation on target records. If user is not found, system processes script through session of guest user.

- Processing of SSO authentication: When a user send a SAML request and ServiceNow receives the response, the guest user actually logs in and finds the relevant IDP to be used for the authentication. Further, it also queries sys_user table to be used in the SSO scripts to check if the user who is trying to login through SSO actually exists in sys_user table. Guest user should always exists in global scope in domain separated instances as global scope entitle the user to access all data/processes.

Guest user can be found in the sys_user table of the instance and should exist in global scope in domain separated instances

Hope this Helps!!

[naresh1019]

I am having one more doubt regarding this ,

In User Delete Guest BR

Only when to run is specified as "User ID is GUEST"

Because Advanced is unchecked ...how delete is selected....because delete action can only be ticked when advanced is ticked/.....

please explain

Thanks

[Michael W3]

I am seeing the Guest account logged on when it should be my name logged on. Any idea what could be causing this exactly?

Mike W