OOTB guest functionality in service now

[anshul_jain25]

Hi All,

There is a OOTB functionality in service now that when a user who is not present in service now and sends a mail to service now than a incident ticket is created for that user as a guest.

Where is code for this functionality present, i want to modify this and use my own created new user for HR cases only.....so when any email is coming for new user a ticket should gets created for my new user not for guest.

[antin_s · Accepted solution]

Hi Anshul,

You need to make the change in "Create HR Case" Inbound Email action. Please change the highlighted lines in the below snapshot to point to the user record you want.

Hope this helps. Mark the answer as correct/helpful based on impact.

Thanks

Antin

[antin_s]

Hi Anshul,

Did you get a chance to try it?

If my reply has helped your question, can you please mark it as correct to help the community?

Thanks

Antin