HRSD | How to send HR Case details to personal gmail (Inbound email flow designer)

[IAmIshan]

We have a feature configured once user sends email to HR team it will create HR case in ServiceNow (Using Inbound Email Flow Designer) . In case of an offboarded user he/she may use personal email address to raise HR case.

And we are able to create HR case in ServiceNow but how can we send case details to his personal email address.

Also, how to get personal email address of user in flow designer.

[Sandeep Rajput · Accepted solution]

@IAmIshan There are a couple of approaches using which this can be handled.

1. Assign an alumni role to offboarded employee account and register their personal email address in ServiceNow during their offboarding. With the Alumni role, former employees can access Alumni portal and raises cases from there or they can use their personal email to raise a case by sending an email to support and an inbound action will search the corresponding user in sys_user table using their personal email address and create a case for them.

2. In the second approach, in your inbound email action, you can query the sys_user table using user's private email address and check if their account in system exists if it doesn't create a new account for them with alumni role assign this new account as subject person of the case and trigger notifications to keep the user informed through out the lifecycle of the HR case.

[IAmIshan]

Thank you for your response @Sandeep Rajput . I just have doubt in your second approach when you said 'query the sys_user table using user's private email address' how can i do that? how can i get sender's email address?

It may solve my requirement completely.

[Sandeep Rajput]

@IAmIshan On your inbound email flow, you should be able to find the sender's email in From address variable. Please refer to the following screenshot to find this in your flow.

For more information on inbound email flow please refer to https://developer.servicenow.com/dev.do#!/learn/courses/utah/app_store_learnv2_flowdesigner_utah_flo....

Please don't forget to mark this answer correct and helpful if it manages to address your requirement.

[IAmIshan]

Thank you for your quick response!