Inbound Email Rule - Anonymous Ticket Creation

[jondavis]

I have the inbound email rule to allow users to email in and create a INC ticket but it only works if the user already exists in ServiceNow, how can I allow all inbound emails to make tickets even if they are anonymous users. I know its not best practice/advised, it will be my responsibility to block/manage, I'm just looking into how/where to change this setting.

[AnirudhKumar]

Hmm... That's new situation for me too.

But there's only one way to know if it'll work😊... go ahead and create the record

[Sumanth16]

Hi @jondavis , 

on inbound action add (assuming user is sending email to specific finance email address):

One way is to create a user account for the guest, and use the From: field in the inbound action.

Use email.from and check for the guest email address:

Condition-

email.from.toLowerCase().indexOf("guest@guestemail.com") > -1

 https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790244

Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution

Thanks & Regards,
Sumanth Meda

[jondavis]

Reading your response, I feel as if I am missing some context or foreknowledge here because I don't understand what any of this means or how to do any of this without context. I don't want to create a user account, I just all inbound emails to make an INC and none be rejected/blocked.