Inbound Email Action "Reply Email" sends no email to unknown user

[Marissa]

Dear community,

I'm working on a project to encourage our clients to use the portal instead of email. One of these steps is to disable for clients to create a ticket by sending us an email. For this, I've created new inbound email actions that as last in the order, replies to the sender hat they will need to log in to the portal.

It happens in our situation, that someone who is not registered in ServiceNow (a non-authorized caller) sends us an email expecting it to be picked up, so I would expect the rule to also work for these unregistered accounts but it does not, because it cannot link to a user_id.

Here's the Inbound rule, which I've kept as much OOB as possible.

How do I make it send out an email to unregistered accounts?

I've checked topics:
https://community.servicenow.com/community?id=community_question&sys_id=2f1a8b69db5cdbc01dcaf3231f961971
https://community.servicenow.com/community?id=community_question&sys_id=1e434fe1dbd8dbc01dcaf3231f96198e

but both do not have the situation I am trying to work with. It does not need to register anything, just send a reply back.

Thank you for looking into this!

Kind regards,

Marissa

[Tony Chatfield1]

Hi, as part of our email management process we generate a sys_event for unknown users and this passes the email object's short description and 'user' email (email.origemail) as parm1/2, so they can be used in the notification that consumes the event.

You could do this via inbound action or a BR on sys_email.

[Marissa]

Hi Tony! Sorry, we've been stuck in an office move, so I haven't had the time yet to look at your reply.

Do you have an example of the sys_event you use? I'm not that familiar yet with events, but I think I can work it out how to alter it with an example.

Thank you in advance!

[asifnoor]

Hi Marissa,

You can simply create an event from here

System policy -> Events -> Registry and click on New create an event.

Once the even is created, then you can trigger the event in your inbound action if the user is not an registered user. You can fire this event with the below command

gs.eventQueue('YOUR EVENT NAME', current, gs.getUserID(), gs.getUserName());

This will fire the event.

Create an email notification and under "send when" dropdown, select the option "event is fired" and in the event name field, select your event.

You can refer to my article, where I have shown how to generate a notification based on event.

https://community.servicenow.com/community?id=community_article&sys_id=81a40d6adb1b2300b1b102d5ca9619bb

Mark answer as correct/helpful if this helps.

[Marissa]

Hi Asifnoor,

Thank you for the advice. I've tried to set it up as you explained, but the reply email is still not being sent due to the same "Empty User_id". How do I make the inbound rule to trigger the event and notification? There's 2 options to an inbound action; record action or reply email.

Reply Email is what I had (as it worked for the others), but that refuses to send out an email to an unregistered email address (empty user_id). Record action; I don't know what table to use. I don't need it to record anywhere, I just want the event to trigger and send back an email.

Could you advice me further, please? I've pasted my Inbound Action, and the error from the mailbox below.

Thank you in advance.