Disable Guest/Disable Inc creation/Send email about process failure

[Mark_Bailey]

I want to disable guest.

Not create an incident for guest emails.

Send a email notification to contact the Service Desk.

I've search the wiki and can find disable the incident creation inbound pretty simple. Disabling the guest account is easy. What I've not found a solution for is how to send the email to the rejected incoming email.   I'm sure it's on the community, this has to be common but I've not found a thread for the entire process detailed. Does anyone have a link to a thread that details the entire set up for this? .

[Chuck Tomasi · Accepted solution]

Hi Mark,

What I would do is create an inbound action that runs before your standard one that detects the case where it WOULD use the guest account (e.g. it couldn't match the sender's response) and trigger an event to send a notification of your choosing, then stop - don't create a new record, just let the notification go. Configure it with a low execution order so it goes first, and check the Stop Processing box to avoid it running other inbound actions.

Inbound Email Actions - ServiceNow Wiki

Scripting for Email Notifications - ServiceNow Wiki

Email Notifications - ServiceNow Wiki

Events and Email Notifications - ServiceNow Wiki

[Mark_Bailey]

Does this solution mean the guest account must be active?

[Chuck Tomasi]

I believe so. You can have it active and locked out so nobody can use it to login.

Give it a try either way - I haven't meddled with the guest account in quite some time.