Send email notification to external users

[Mohammed Masi U]

Hi All,

I have created an inbound action which will create an incident when the email is received from external user(user not present in ServiceNow/User table). Now the requirement is, I'll have to send an email notification to the email SENDER in response to their sent email. Is there any condition or script to get the sender's email address and send the email notification as a reply?? Please help.

[User531964]

You will need to create a custom field on the INC form and adjust your inbound action so that when an email from a Guest /external user is received it will create the record and map their email in that custom field. You will need to adjust your notification conditions to check if that custom field is not blank and if isn't fire the email to the external user using the listed email. I would recommend you also check any hyperlinks in your notifications for external users to ensure that they are not sent to the system (ex INC link sending them to the portal on click) as they will not have access to it.