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

[Marissa]

Hi Danny! Thanks for providing me with help as well! Sadly I had to abandon the project due to other priorities and I never did find the answer. I hadn't used the flow designer back then, so if we ever do pick this up again (We're moving to CSM hopefully this year) then that'll be a great help.

I'll mark your reply as answer for this thread 🙂

Kind regards,

Marissa

[Allen Andreas]

Hi,

That's very kind of you, but if that answer doesn't actually work in your context of question, then it doesn't help the community out. Especially on a year old thread.

Take care!