How to raise an Incident for an external user

[isaacsamuel]

Hi. I'm involved in application support for an application that has both internal and external users (customers). One of the customers raised a request via email, and I want to log it in servicenow as an incident ticket. I can't paste their email Id in the "Caller" field, which I understand to be the field to mark the person affected by the issue for which the incident is being raised for.

[svirkar420 · Accepted solution]

Hi @isaacsamuel , For application support handling external customers, your ServiceNow administrator should set up an Inbound Email Action. This automatically turns customer emails into tickets.

But before you do this - 

1. What will be your caller's field populated with - you can create a dummy user and hardcode that value in caller's field or use system property to do the same in the inbound email action script.

2. You can configure field values in the inbound emails script.

If this response helps you mark it as accepted solution and give it a thumbs up 👍. This help me and community to find answers quickly.

Best Regards,

Saurabh V.

[svirkar420 · Accepted solution]

Hi @isaacsamuel , For application support handling external customers, your ServiceNow administrator should set up an Inbound Email Action. This automatically turns customer emails into tickets.

But before you do this - 

1. What will be your caller's field populated with - you can create a dummy user and hardcode that value in caller's field or use system property to do the same in the inbound email action script.

2. You can configure field values in the inbound emails script.

If this response helps you mark it as accepted solution and give it a thumbs up 👍. This help me and community to find answers quickly.

Best Regards,

Saurabh V.

[svirkar420]

Hi @isaacsamuel , Did my response helped you to complete your requirement? Are you stuck anywhere?

If this response helps you mark it as accepted solution and give it a thumbs up 👍. This help me and community to find answers quickly.

Best Regards,

Saurabh V.

[Aditya_hublikar · Accepted solution]

Hello @isaacsamuel ,

Inbound email action is better option to log incident via email as suggested by @svirkar420 .

Refer this thread for inbound email action steps :

Incident creation via inbound email action

https://www.servicenow.com/docs/r/xanadu/platform-administration/r_InboundEmailActionExamples.html

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya