Open Incident anonymously"

[Eli Guttman]

Hi,

Does anyone familiar with a way to provide user to open an anonymous ticket?

We have a certain kind of incident / request that we would like to allow users to open it anonymously.

Thank you!

[Eli Guttman]

Hi,

Thank you for this information.

2 question:

1. if i choose the user workflow - what would be the condition for starting this workflow? if i'm not mistaken, i can't attach it to record producer, like i do for requested items. Of course, i don't want that this flow will run for every incident that is created.

2. For impersonating, do you mean use  something like

new GlideImpersonate().impersonate(user);?

Do you know if after submit, the user will remain with his own session we will remain as the impersonated user? Do you know if  the user noticed somehow that is it impersonated?

Thank you again!

[Eli Guttman]

Hi Mark,

Did you get a chance to see my latest comments?

If you have some more input, it will be very helpful.

Thank you!

[Ashley Snyder1]

You can utilize the 'Guest' user for this.  If a user wants to submit anonymously, they could use a checkbox to do so, which in turn would auto-fill the Guest user in the Caller field, and then run a business rule to edit the 'Opened by/Created by' system fields to the Guest user upon submitting. 

I also found this helpful article on ServiceNow Elite: https://www.servicenowelite.com/blog/2019/1/17/anonymous-incident-creation

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