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

[Dubz]

Hi Marissa,

You can either use a record action inbound action or, as Tony suggested, set up a business rule on the sys_email table to fire when an email is received from a sender not in the user table.

An inbound action might be easier to configure, you can use the same steps that Asifnoor has described but you need to pass through the senders email address:

gs.eventQueue('your.event.name', current, email.origemail, email.subject);

In your notification you can tick the 'event parm1 contains recipient' field to set the 'to' field and you can use a mail script to set the subject:

var subject = event.parm2
email.setSubject(subject);

Cheers

Dave

[asifnoor]

Hi Marissa,

Let me know if you are able to solve this or you need help.

If this is answered kindly mark the answer as correct/helpful and close the thread.

[Service_RNow]

Hi,

Check this website. Maybe you will find some interesting information.

https://community.servicenow.com/community?id=community_question&sys_id=cbdf07a5dbdcdbc01dcaf3231f96...

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Marissa]

Hi everyone that has replied so far; you've all been very helpful! I am currently in the testing phase and running into some other issues with other rules, so I cannot yet say which one of you have provided me with the answer, but I'll definitely mark you all as helpful. Thanks so far! Hope I don't need to get back to this for now 😄

[Danny Rhoades · Accepted solution]

Marissa, did you ever get this figured out?  If so, can you post your exact steps to reproduce?  I'm trying to follow the advice in this thread but I'm clearly missing something because I can't seem to get mine to work.

Thanks!

Edit:  I got this working using Inbound Email Flows via Flow Designer.  Here's my setup: