User ID population in received email record.

[vamsisai]

Hi All,

How User ID is populating in received email record?

Regards,

Vamsi.

[vamsisai]

Thank you for the reply Chuck, We've a large user base, right now this issue is in production instance. I'll explain the scenario, if one user is moved from one department to another department a separate user record created with different user id and same email, so I'm curious about that User Id population in email record. Could you please provide me more information on that and what rule is applying on that to populate the User Id.

Thanks for your time on this.

Regards,

Vamsi.

[Chuck Tomasi]

Hi Vamsi,

Thank you for the clarification. When a user moves from one department to another (and gets a new account) the old account should be marked inactive, that way ServiceNow will find the active account and use that. As long as only one active account has that email, you should be good.

Note: This may require you work with what ever group/team is in charge of importing users.

[Chuck Tomasi]

It uses the inbound email address (From:) to try and match against records in the sys_user table. If there is a match, the userID of that sys_user record is used.

E.g. Chuck Tomasi, is chuck.tomasi@servicenow.com, so if I send a mail to that instance, it will match me. If there is no match, guest is used.

[Chuck Tomasi]

This may be helpful.

http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions

[rlatorre]

The system matches the from email address to a user's notification device. A "Primary" notification device is created for the users email address.

Set up a notification device

There are email properties if you want to ignore the email if not matched or create a new user record.

Email properties