Process outside email without guest account enabled

[shembop]

Due to Spam etc. we have turned off the guest account, and only create incidents from existing user accounts. This is all working wonderful, but we have a new need. We have several alerting systems that have their own mail address. Changing them to one address would pose challenges we would like to avoid. We only want to create one service account to allow these incidents to be created, so I have several questions on how, or the best way how to do this.

• Can one account be linked to multiple email addresses thus allowing the single account?
• My inbound action has a condition off the subject line to process the email. Do I have to enable the guest account? the action is skipped saying User Guest (guest) with email guest@yourcompany.com is inactive
• Is there another way to have multiple email addresses get to one user account that I have not thought about?

[Michael Fry1]

• Can one account be linked to multiple email addresses thus allowing the single account? - Yes, just different UserID's. We have all of our Service Desk agents mapped to 1 email.
• My inbound action has a condition off the subject line to process the email. Do I have to enable the guest account? the action is skipped saying User Guest (guest) with email guest@yourcompany.com is inactive - probably need to update that code. Maybe you can screen shot it here.
• Is there another way to have multiple email addresses get to one user account that I have not thought about? - not unless there is something on the Share site that can do something like this.

[Deepak Ingale1]

I agree with Mike on all the answers however, I have additional pointer for 1st one

Can one account be linked to multiple email addresses thus allowing the single account?

You can definitely do that. You can have multiple user Id with same email IDs. I don't see problem here when resolvers / fulfillers or ServiceDesk memebers have this. Problem would come when you have 'email approval' mechanism in place where approvers are suppose to approve from email.

Imagine a case where approver have two IDs with same emai ID.

When system receives the email, it does not understand which accout to look for for processing this email. It may get processes or it may get skipped as well.

We had this problem in MSP environment where our approver had different login user IDs with same email address.

So you might need to figure this out when you are planning for multiple accounts.

[Jim Coyne]

Why do you want to create just one "service" account?   Why not have one "user" for each alert system with their unique email addresses?   They do not need any roles, so licensing is not an issue.   And then you don't have to worry about conditions on the subject line.

If you really want/need just the one account, you could have your alert systems send the emails to 1 address on your Exchange server (or whatever) which would then get forwarded to the SN instance.

[Jim Coyne]

You may want to rethink how you are doing this.   Take a look at my response to another post - Re: Need help with the regex for incoming email.

I talk about using Email Filters in that response.   There are ways to do what you want without disabling the guest account.