ITSM & Guest Users

[tdigs]

Hello,

I'm new to ServiceNow and I was told that ITSM is typically not for use by non-authenticated users. Hence the primary existence of CSM.  However, I see there is the ability OOB for non-authenticated users to created incidents through email/inbound action with the guest user account. If non-authenticated users can create incidents then how is ITSM not for use by non-authenticated users?

Thanks in advance for your input

[Dr Atul G- LNG]

Hi @tdigs 

I'm new to ServiceNow and I was told that ITSM is typically not for use by non-authenticated users.

Atul: What do you mean by non - auth user? ITSM is mainly for internal team, and if a user has account in SN can create incident.

Hence the primary existence of CSM. 

Atul: CSM is for customer. Like if buy a new phone and you got some issue in that , tehn you call to Customer care, teamwill log case for you.

However, I see there is the ability OOB for non-authenticated users to created incidents through email/inbound action with the guest user account.

Atul: Yes, if the domain is valid, SN will create incident.

If non-authenticated users can create incidents then how is ITSM not for use by non-authenticated users?

Atul: We can define the domains in email properties for same.

[tdigs]

Hi @Dr Atul G- LNG  "What do you mean by non-auth user?" By non-authenticated user I mean a user that does not have a valid login to said instance of ServiceNow. 

I was hoping that someone would provide some insight on this topic. Maybe I didn't word my post correctly. 😔

[Dr Atul G- LNG]

Hi @tdigs 

I think there is way to stop this, 

https://www.servicenow.com/community/developer-forum/inbound-action-condition-for-non-users/m-p/1945...

[Aravind2799]

Hey @tdigs, 

In organizations with a mix of direct and indirect employees, including vendors providing various services, individuals from these groups still require access to the organization's IT system for tasks like timesheet submissions or accessing the invoice portal. For instance, consider a manufacturing company where direct employees work in production lines, quality control, and administration. Alongside them, there are indirect workers, such as contractors hired for equipment maintenance, temporary laborers assisting in peak production times, and consultants providing specialized expertise in process optimization.

However, if the system encounters issues, both direct and indirect employees lack direct access to raise tickets in the IT support system, such as ServiceNow's ITSM. In such cases, they rely on sending emails to the support team to report problems. This is where the built-in feature allowing non-authenticated users to create incidents through email or other inbound actions using guest user accounts becomes crucial. These indirect workers, despite not being permanent staff, are integral to the company's operations. When they encounter IT-related issues, such as difficulty accessing maintenance schedules or encountering errors in the inventory management system, they need a streamlined way to report these issues to the IT support team for resolution. By leveraging the capability for non-authenticated users to create incidents through email or other channels using guest user accounts, the organization ensures that all employees, both direct and indirect, can effectively communicate IT-related concerns, contributing to smoother operations and better service delivery.

I hope this information addresses your inquiry or curiosity effectively! If you find my response valuable, please express its usefulness by selecting "Accept as Solution" and "Helpful." This action is beneficial for both the community and me.

Regards

Aravind Panchanathan 
https://www.linkedin.com/in/aravindpanchanathan2799/