Handling incoming email from an alias?

[mike_sol]

Hello all,

We're running Berlin, and the problem where Berlin will not handling incoming email from email accounts that don't have a corresponding account already existant in the Users table is going to bite us.

Many of our users have aliases, to map ugly names to friendly ones (e.g. 'aaa123' to 'albert_andrews'). These users often set this alias as their 'from' address.
However, when we receive email from such an address, it is dropped (User Guest with email guest@yourcompany.com is either inactive or locked out).

We cannot enable the guest account (too many security concerns).
We cannot enable automatic creation of accounts (we have tens of thousands of users and need to keep that Users table well-synced).

Right now, I have had to resort to searching the logs using a Scheduled Job that looks for "User Guest with email guest@yourcompany.com is either inactive or locked out" and gets the corresponding Email record to queue an event to send them a generic reply. This is less than ideal.

I know that when Calgary comes out, the property glide.pop3.process_locked_out is available so that we can handle this. Likely, at this point I can have a business rule that matches aliases against a custom aliases table and then properly assigns the incoming user. For now, though, I can't even run an inbound email action - I have to resort to that log parsing, which is pretty lame.

Any suggestions on what I can do for now? We had been hoping to go live with Berlin within the next few months, but if there's no solution for this we may have to delay our deployment to wait for Calgary and for everything to be re-tested under the new release (ugh).

Thanks!

[Marcus Fly]

mike_sol,

If you have a source with all the possible aliases you could pull them into ServiceNow's "Notification Device" (cmn_notif_device) table and associate them to a ServiceNow user record. Once you have that populated you could do a lookup inside your inbound action to that table for the email address\alias and tie it back to a ServiceNow user record and ultimately populate the Caller field on an incident.

Thank you,

[poyntzj]

Look at this thread (we are on calgary)

explains how I configured this for us and it allows the users to add whatever addresses they want (and then set times etc of when to use them - though not explained as that is part of "Notification Devices")

Re: Multiple email addresses