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 

[suuriya]

Hi @JohnnySnow ,

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.

[JohnnySnow]

hi @suuriya , try making the caller field non mandatory or make it mandatory on specific conditions. and give it a try. Ideally guest user shouldnt be disabled.