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HR Case Creation for Alumni/Terminated Employees via Outlook Forwarding

dasariyaswa
Tera Contributor

yesterday

  • We have a requirement in ServiceNow HRSD to support alumni/terminated employees who are no longer active users in the system.
  • These former employees need to contact HR using their personal email accounts.
  • Because these users are inactive and cannot access the HR portal and ServiceNow should automatically create an HR case from the forwarded email.
     
    Please provide helpful solutions for this scenario!!
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1 REPLY 1

laszloballa
ServiceNow Employee

8m ago

My first suggestion would be to check out Alumni Center, which was designed to address such  use cases (and more): https://www.servicenow.com/docs/r/employee-service-management/alumni-center/alumni-service-center.ht...

 

Otherwise, you are describing a standard inbound email rule/flow scenario, where you'd log the tickets under a guest account, and associate it to the terminated user in a different way.

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