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

[asifnoor]

Hello Kumar,

So do you want the incident to be created as help@mycompany.com if non existing users send an email?

If thats the case, then in your inbound action, check if email.from_sys_id is of guest sys_id, if yes then set the user as yur help@mycompany.com in the script.

Kindly mark the comment as a correct answer and helpful if it helps to solve your problem.

Regards,
Asif
2020 ServiceNow Community MVP

[kumar63]

Hello Asifnooor,

Thanks for your quick response.

i have given one example, like that we have different domain user , these users are not register in SN , so if any of these users sends email to SN its need to be create incident.

Thanks,

Kumar

[asifnoor]

Hi,

So check based on the eamil.from and compare with the domain and then assign the caller/requested to the associated user who exists in the system.

You need to have multiple if and else conditions in your inbound action.

Also in your  eamil properties, under trusted domains, add all the domains from which the users can send mail.

Kindly mark the comment as a correct answer and helpful if it helps to solve your problem.

Regards,
Asif
2020 ServiceNow Community MVP