About Guest user

[Avi26]

In Service-Now if we have to create ticket from inbound email for guest user, do we need to create the guest user explicitly in the system as I don't see any guest user in the user list. Please advice.

Thanks in Advance

[asifnoor]

Hello Avi,

In OOB system, there will be 1 guest user in the system. If you do not find any guest in the system, may be the user is inactive or deleted. Just check if not there then create a guest user in the system with username being guest and keep it active.

Then if the from email does not exist in SN, then the tickets will be created as guest.

If you have selected "create users if does not exist" in email properties, then the users will be created if they don't exist in system.

[asifnoor]

If this has answered  your question, kindly mark the comment as a correct answer so that the question is moved to the solved list.

[Ankur Bawiskar]

Hi,

guest user is by default present no need to create that.

URL: https://<instanceName>.service-now.com/sys_user_list.do?sysparm_query=user_nameSTARTSWITHguest

The guest user account is used in inbound email rules. If the sender does not match an existing user, the instance impersonates the Guest user to complete any inbound email actions.

refer below link for more details around guest user account

What are the capabilities of guest user?

Regards
Ankur

[Pradeep Sharma · Accepted solution]

Hi Avi - Adding on to @asifnoor comment, please refer to below XML file (attached) of guest user account in case this is missing from your system. You can import it via XML file.

- Pradeep Sharma