Created by of an incident is show as guest why?

[suuriya]

Hi Community,

When an external user with different domain mail id (record not in instances) send an email to our production group mail box the incident gets created based on inbound email action but the created by of the incident is showing as guest why? There is guest record in our instances with mail id as noreply@yourcompany.com like that..when this profile is inactive then incidents are not getting created when the mail is sent by external user.

Please explain why and how it is taking guest as created by of the incident.

Since guest profile is inactive in this scenario how can we make the creation of incident to work when the external user sends mail to our production mailbox

I'm think of creating a service account with the mail id of external user is it good idea or is there any other better option... please do let me know

Thanks in advance 

[Tony Chatfield1]

Hi, if the user email does not exist in your instance\is not matched to a user record,
but you are allowing a record\task to be created by this unknown email, then the 'Guest' account is used.

The OOB solution for this is 

Enable automatic user creation (servicenow.com)

[suuriya]

Hi @Tony Chatfield1 ,

Thanks for the reply.

I have created one service account and added the mail id (only from this particular mail id we receive mail)....so it is working fine when mail is sent from that id incident is getting created but my requirement is if that service account is inactivated then obviously incident won't be created in this scenario an incident needs to be created for a cloud group with the work notes as integration fails so creating an incident to cloud group...how can we achieve this

Any insight will be helpful.

[Tony Chatfield1]

Hi, when created via email, a record is created using the ID\account of the sys_user record that matches the sending email, if the user is not matched and you have allowed email creation from an unknown user the records will be created by 'guest'. If you have disabled the sys_user record that matches the email, I believe that no message will be created, as there is a match but to a sys_user record that is not active and so the 'user' has no rights to do anything in the platform.
I do not believe there is a valid\best practice solution other than setting the sys_user record involved to 'active'

[JohnnySnow]

Hi @suuriya ,

This is the OOTB feature, when the system is not able to find any relevant SN users from the mail received, it defaults to the Guest user. I won't recommend deactivating the guest account and creating service account with the mail id of the external users as there might be lot of users to be created. If this is for a specific external vendor (like for eg, tickets created 3rd party tools integration) then you can create a user like 'Salesforce Integration' with its email address.

If you have to create users if not available in the system then you can refer:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0683896

Guest account KBs

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0788772

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790244

If you dont want to create new user, I would suggest using guest user, and use below script to add the email address of the user in the incident watchlist, this way he would get updates through notifications and can add this email address in the comments as well.

current.watch_list = email.origemail;

Please mark helpful and accept solution if it helped.