Inbound Email Action - Caller Set to Guest & Assigned To Not Populating

[Community Alums]

Hi everyone,

I've created an Inbound Email Action in my PDI to automatically create an incident from incoming emails. Everything is working fine in terms of incident creation, and I’ve also added a new email record under System Mailboxes > Inbound > Emails for testing.

However, I'm running into two issues:

1. The Caller field on the incident is being set to Guest instead of the actual user who sent the email.
2. The Assigned To field is not being set automatically, even though in another PDI instance I tested, it does assign the incident to a default user automatically.

I've double-checked the email addresses and user records, and the email I'm sending from does match a user in the system.

Has anyone faced this before or know what settings/configurations I might be missing to:

• Properly set the Caller based on the email sender
• Automatically assign the incident to a user (as it does in other PDIs)

Any guidance or tips would be greatly appreciated!

Thanks in advance!

[Uncle Rob]

How could we begin to advise on this if we don't have the code of the Inbound Email Action?

[swapnali ombale]

Hi @Community Alums 

Check this for solution 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0521750#:~:text=Resolution,the%20Ignore%20Inbound%20Email%20Settings.

If my response helped please mark it correct and close the thread so that it benefits future readers.