Inbound Action Condition for non-users

[kumar63]

Hi All,

We have a few email addresses, e.g., help@mycompany.com that will be used to create Incidents. If a message is received from an email address matching a user an incident is created and in some cases routed to the proper support team.

Please suggest 

Thanks,

kumar

[Dhananjay Pawar]

Hi,

To validate email you can use onSubmit client script and for diverting you can use assignment rule.

Thanks,

Dhananjay.

[James Rostron1]

Hi Kumar,

You could create your different email addresses in the user table. For example I have created some generic accounts in my own instance so they do not create records under "guest". Just complete the UserID, first name, last name and email but you can also complete other fields on new user record dependent on what you need.

Then build your inbound action conditions to route it to the correct assignment group. You can do this in the "Actions" condition builder e.g.

Let me know how you get on or if you have any further questions.

James

[kumar63]

Hi james,

Thanks, I have the inbound action working just fine for people who are users of the system, so I have it so the caller, requester, opened by field populate correctly. What I don't have is how to still open the incident if the person who emailed is not a SN user ?

[James Rostron1]

Hi Kumar,

It would depend on how much you want to control this. By default, a record will be created under "guest" user record if there is no user record in the sys_user table.

You can have the system automatically create users for incoming emails from trusted domains. You can set this setting in System Mailboxes>Email Properties and select the checkbox below:

Alternatively if you want some more control and you know a specific email address where these mails come from I would create the user in the user table as in my first reply. This way you can set the values of the user record rather than it create as "guest".

Let me know if you need more help.

James