How to stop users e-mailing service-desk

[Karl27]

Not sure if this is possible, but we keep having users e-mail the service desk rather than logging into their account and logging a ticket. This then misses important detail into the callers information ie location region centre etc which are part of the mandatory fields which should be completed. Is their anyway to prevent to prevent this ??

[Jaspal Singh]

Hi Karl,

This is because of Inbound mail actions that would be in place. You need to check for System Policy >> Email >> Inbound Actions from application navigator & look for the one that is being processed. You need to disable it or a better option would be to remove the script from the Script field of the Action tab & then replace it with an event that fires a notification that would be kind of bounce back mail with content asking the Users to raise ticket rather than sending mails.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.

[Karl27]

How would i then add a script from the Script field of the Action tab & then replace it with an event that fires a notification that would be kind of bounce back mail with content asking the Users to raise ticket rather than sending mails?

[Prateek kumar]

Using emails to update/create records in ServiceNow is a nice feature, why ask users to log back into the instance and create a ticket.

Rather, you can add script to complete the user's location and user's department from the incoming email it self.

Something like below in your inbound action.

current.your_dept_field_on_incident = gs.getUser().getDepartmentID();

https://www.servicenowguru.com/scripting/user-object-cheat-sheet/

Please mark my response as correct answer and helpful if it helped solved your question.
-Best Regards
Prateek kumar

[Mark Roethof]

Hi there,

What we did is remove the watermark on notifications + set a no-reply e-mail adress on the reply to. If users would reply, they will get a bounced mail. This prevents missing inbound actions, and users thinking they replied and somebody will do something with this reply.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

---

LinkedIn
Community article list