Users responding to emails with a different email address

[angela_benway]

Some emails are being ignored by ServiceNow because some people respond to the emails with a different address then the one it was emailed to because they have more than one company email. iFor example ServiceNow sends a notifcation to an @company.com but the user responds with the email address @company.gov. When this happens ServiceNow doesn't know what to do with the foreign email address so the email gets ignored. Is there a way to add multiple email address to a user or any other way to work around this issue?

[Kevin Chung]

Hi Angela

Try using email.origemail rather than email.from to identify the email sender. If it wasnt successful, try looking at the email.headers to see if you can find the original email.

Kevin

[angela_benway]

We are using email.origemail already. I looked on the wiki for the description of email.origemail and it says "Contains the original email sender's address, even if the original email was a forwarded message.". But the email isn't forwarded to a new user and then sent back, the user just uses another email address. Should email.origemail still work for this situation?

Also in the email logs, it says it is skipping each inbound action because "User Guest with email guest@yourcompany.com is inactive".

[Kevin Chung · Accepted solution]

Hi Angela

I tried your scenario (using different email address to reply) in my gmail account, and this is what I observed:

For example, email was received to abc@company.com and I used def@company.com to reply.

- email.from returned abc@company.com

- email.origemail returned def@company.com

So - I think email.origemail should work in your situation. If it doesnt, you might be able to find something useful from email.headers.

You can debug this using gs.log() function in your inbound email scripts.

With regards to the User Guest is inactive message, it's because ServiceNow couldn't find the matching email address so it tried to process with the Guest account, but your "Guest" user is locked or deleted.

Kevin