How to inform guest user that incident ticket is created on his behalf?

SudhirOjha · ‎02-14-2018

Guest user just create an incident using inbound email and OOB business rule created a ticket onbehalf of him.

Now i have a requirement to inform the guest user that ticket has been created and send him the incident ID.

any idea??

Thanks

Sudhir

Dubz · ‎02-20-2018

Hi Sudhir,

You need to create an event in your event registry so you can trigger it in your eventQueue(). You will probably want some logic in your inbound action to only generate the event if the user is not in your user table, something like this:

var gr = new GlideRecord('sys_user');
gr.addQuery('sys_id', gs.getUserID());
gr.query();
if(!gr.hasNext()){
gs.eventQueue('your.event.name', current, email.origemail);
}

You then need to create an event and in the when to send tab select the option to send when an event is fired, in the who will receive tab tick the box for parm1 contains recipient, then just fill out the content of the email to mirror the standard incident opened for me notification.

Cheers

Dave

View solution in original post

santhoshb · ‎02-14-2018

Hi Sudhir,

Just try this way: try to trigger notification from the same inbound action

with gs.eventque after immediately gr.insert statement. Also need to check

the condition that the mail id is not exists in user table ie guest user.

On 15-Feb-2018 2:57 AM, "sudhirojhadxc" <community-no-reply@servicenow.com>

Dante Ditan · ‎02-19-2018

Hi Sudhir,

The guest user will create an account once entering into servicenow right? He should be the caller of that incident? If Yes, I think there is an OOB notification that will sent to the caller once the incident has been created. If not, Just set up a new one.

Thanks

Dante Ditan

SudhirOjha · ‎02-19-2018

HI,

The user is not created on when the guest user send mail.

It should be just auto reply.

We don't want to create that user.

Thanks

Sudhir

Dante Ditan · ‎02-19-2018

Ok, well you need to create an inbound action that checks if the user is a guest in ServiceNow. Then use the gs.eventsQueue to trigger the email with the guest email as recipient.