create user accounts from email

[tbofinger]

Good day SN Community:

I need to allow users from outside our company to open tickets and communicate via email. I have the guest account enabled and tickets are being generated with GUEST as the caller. I would like to automate the automatic user creation so the email address is automatically populated and we can more easily communicate to the customer. I've enabled the Automatically created users for incoming emails from trusted domains, in the email settings, but users aren't being created as I would expect.

Thanks,

Troy

[dmathur09]

Hi,

Can you confirm if the emails you are sending has the same email ID which is present in the guest account?

Regards,

Deepankar Mathur

[tbofinger]

No, the guest account has a default email address of guest@example.com, so it makes sense why this does not work. 

My hope is that user1@outsidecompany.com automatically has a user account created within SN so we can easily communicate with them on their issues.

[dmathur09]

Hi tbofinger

In that case you need to create the accounts in Servicenow with the relevant email IDs. So that Servicenow can understand as which user account is creating the records.

Regards,

Deepankar Mathur

[tbofinger]

Thanks for the information Deepankar.

So to clarify, there is no way to auto-generate user accounts when an email from an unknown user is sent into the queue?

--t