Sending reply mail to a sender if not present in the user table.

[Aac]

Hi All,

Can anyone help me resolve the following query:

If the sender of an email cannot be found from system user table, inbound email actions are not triggered.

Could it be possible to configure so that if sender is not found from system, sender would receive email reply.

This email reply should not be send if email has been filtered out by notification filtering rules as out of the office messages.

Activation of automatic creation of user is not permitted. Activating the guest user is also not permitted.

I tried configuring a notification and triggering its event from a business rule. But in a business rule email.from didn't work.

Cannot trigger the notification from the inbound action as the inbound action itself is not getting triggered.

Any other suggestions would really help!!

[Bryan Tay3]

hi Aac,

I had just try it out in my personal dev instance and verified that if the sender are not in any table, the email entry are still being registered in sys_email table and email action indeed being triggered.

1. What version of ServiceNow instance you are in?

My dev personal instance Helsinki.

2. Does the incoming email being registered in sys_email?

If so u can try using sys_email business rule to registered the anonymous user email to a custom field as suggested by url below.

External emails and guest accounts - ServiceNow Express Support

Hope this helps.

[Aac]

Hi Bryan,

Thanks for the response.

The email is getting registered in sys_email table. But the issue is inbound action (Like Create Incident) is not getting triggered by the emails sent by external users.

And as per the link shared by you , it gives 2 option - to enable the automatic user creation and

                                                                                                                                                                        activating guest user.

But either of the case is restricted by the client.

[felladin]

Hello,

The reason it can't create anything is because ServiceNow impersonates an account to open for example an incident.

Under "Inbound action" you should be able to configure an action called "Reply email" that replies back with a standard response.

Inbound email actions

Put in a rule that only does this if the sender is not part of the user table.

With regards

Anton Lindblad

[Bryan Tay3]

hi Aac,

Alternately u can try create a business rule against sys_email table to process it manually.

I havent try it though.

good luck and have fun.