How to disable "GUEST" user record

[DUGGI]

Hi All,

as per service-now functionality,while creating incident through inbound email action ,it will check the email address in sys_user table.

if email address didn't match with any user record,create incident with GUEST User.

Now i don't want to create gust user incidents(i don't see the GUEST(5136503cc611227c0183e96598c4f706) user record in   in my instance).

how we can solve

[Eros]

There are quite a few possible solutions for your dilemma as you can create your own inbound email actions or modify existing actions to suit your needs my suggestion would be to create an inbound email action that creates new user accounts for unmatched emails, and to make sure that that action executes prior to the inbound action you are using to create incidents. For additional information on creating new users through inbound inbound email actions please reference this wiki Inbound Email Actions - ServiceNow Wiki.

[waseem5]

Hi Duggi,

Good to find you here!

Found below from wiki link:

Inbound Email Actions - ServiceNow Wiki

Administrators can prevent users from untrusted domains from triggering inbound actions. For example, you can prevent email from users outside your company domain from creating incidents.

1. Enable automatic user creation and add a list of trusted domains. For example, add your company domain example.com.
2. Navigate to User Administration > Users.
3. Select the user guest.
4. Select the Locked out field to disable the guest account. Locking out a user record prevents ServiceNow from processing inbound actions.

When a user from a trusted domain sends an email to the instance, ServiceNow either matches the email to an existing user or creates a new user. Since the incoming email matches a user record (either an existing or new one), the email can trigger an inbound action.

When a user from an untrusted domain sends an email to the instance, ServiceNow attempts to impersonate the guest user. Since the guest user is locked out, the impersonation fails and the incoming email cannot trigger an inbound action.

Thanks

Waseem

[Nia McCash]

I ran into this problem as well (could not find the guest user) so I created the guest user and locked it out:

User ID = guest

Last name = Guest

Active = false

Locked out = true

And it seems to have worked in preventing guest users from triggering inbound actions.

[michaelchaharba]

In case anyone is looking for the answer to this in future, the answer to this is documented here:

Prevent untrusted users from triggering inbound actions