HR Case Creation for Alumni/Terminated Employees via Outlook Forwarding

[dasariyaswa]

• We have a requirement in ServiceNow HRSD to support alumni/terminated employees who are no longer active users in the system.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!!

[laszloballa]

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.

[dasariyaswa]

Hi @laszloballa , currently we're not using Alumni portal, so we're trying to use inbound mail action but we're unable to do that. Can you please give steps to do this inbound scenario?

[laszloballa]

When you are saying you are unable to do that, what do you mean exactly? What have you tried and what is not working? Both inbound email actions and flows with inbound email triggers are well documented if you just search for it.

One of our Community MVPs, @Hardit Singh even has walkthrough video of it on Youtube: https://youtu.be/dp48IvF1kNg?si=y-HLeWutsed-8E_3

[Sabrina Ethridg]

You may also want to check your properties and spam settings to make sure that email addresses from specific domains are not being ignored. I have had customers in the past that only allowed incoming emails from their organization domains.    I think the property to check is glide.user.trusted_domain