question Re: Automatic user creation from inbound emails in ITOM forum

Automatic user creation from inbound emails

edgar_evangelis — Fri, 28 Mar 2014 02:06:20 GMT

Hi,

Is there a way to customize how glide.pop3readerjob.create_caller automatically creates users in Service Now.

e.g.

from Edgar Evangelista<edgar.evangelista@xyz.com>

Service now should pick up:

Edgar = First Name

Evangelista = Last Name

Username = edgar.evangelista

Re: Automatic user creation from inbound emails

xiaix — Tue, 14 Jul 2015 12:13:12 GMT

::raises hand:: ... I too would like to know how to customize this.

Re: Automatic user creation from inbound emails

thenckel — Fri, 19 May 2017 18:38:07 GMT

You would think there would be some way to customize this by now, granted there are inbound actions available but those still don't quite touch the user records like I would like to see.

Re: Automatic user creation from inbound emails

nic8 — Thu, 31 Aug 2017 14:24:15 GMT

Hi Edgar

We have just built an internal tool that does what you are looking for . There is no automated, or easily configurable option for customisation of created users yet, to my knowledge. But this can be done in the following way:

Step 1) Email properties. DISABLE "Automatically create users for incoming emails from trusted domains"

Step 2) Modify the appropriate "Create Task" Inbound Action. And create the users manually with a little script magic.

//See if the users already exists for the inbound mail

var userRecord = new GlideRecord('sys_user');

userRecord.addQuery('email', email.origemail);

userRecord.query();

if(userRecord.next()){

current.caller_id = userRecord.sys_id;

current.opened_by = userRecord.sys_id;

}

else{

// If no users exists, create a new user

var new_user_record = new GlideRecord('sys_user');

new_user_record.initialize();

new_user_record.email = email.origemail;

new_user_record.first_name = email.origemail;

new_user_record.user_name = email.origemail;

var user_created = new_user_record.insert();

if(user_created != ''){

current.caller_id = user_created;

current.opened_by = user_created;

}