Incident created by showing up as guest - create Inbound email action is Inactive

[pavanbangaru]

Hi All,

Incident created by is showing up as "guest".   I have checked for Inbound email actions, all the actions except for Update are inactive. In addition, we made guest user account is inactive and locked out. but still the Incidents are created by guest.

Please share your views.

Thanks in advance

[Prasun]

are you explicitly setting the caller_id field in the inbound email?

if no, try to set the caller_id field in the inbound action.

[pavanbangaru]

Hi Prasun,

Thanks for the reply

yes, we are setting the Caller ID in inbound action. But as mentioned above "Create" inbound email action is inactive.

Thanks

Pavan

[vinothkumar]

Hi Pavan,

Hope the below thread would be helpful. You have to lockout the guest user account to avoid these type of issues in future.

when will the records are created in guest user account

Prevent untrusted users from triggering inbound actions

[pavanbangaru]

Hi Vinoth,

I have tried this already. I have locked out the guest user account but still incidents are getting created by guest.

I have also verified the Email logs. I could not find any such mails from the user or unknown sources on the date of incident creation. As mentioned above, "Create" inbound email action is inactive.

Thanks

Pavan

Nathaly Ceballos