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 Tbofinger

I guess that won't be possible. I was able to find a similar query that might give you more insights.

Link - https://community.servicenow.com/community?id=community_question&sys_id=8540dfe5dbdcdbc01dcaf3231f96190c

Let me know if that helps.

Regards,

Deepankar Mathur

[Raj_Esh]

Hey Troy,

Ideally, it is not a good practice to provide user accounts from external users or trusted domains. 

The Platform admin should have control of servers who are in ServiceNow. Other than LDAP, AD Sync. 

Hope it helps.

Thanks,

Raj

[BV-Essex]

Hi tbo, you also need to make sure your trusted domains only has the * which will allow any external domain email to create a user record on your user table. If you enter a trusted domain for your company, only that company will generate user records. 

For my instance we had to enable this at start and it works, any external email generates unique user records. However this can become a license issue depending on how you are licensed, I currently have 1800 internal employees but we have over 4k external user accounts generated from accounting service team email inbounds. 

Regards