Workflow and ServiceDesk Community

Good Morning,

We are having an issue with Service Desk Email monitoring.  Recently we enabled our Email notification service in Service Desk and now we are getting a lot of EM-###### stating that our email security appliance is detecting that our current GUEST USER EMAIL which is GUEST@SYMANTEC.COM is not recognizable.  So my question is how do I change this account to a Company email account.  We are using Service Desk 7.1.

ANy solutions would be greatly appreciated.

Jason John

As an admin, go to Admin - Portal Settings in Process Manager.. you can change the guest user under one of the Process Manager sections (Authentication I believe)

I did that and how long would that change take place because we are still seeing the old GUEST@SYMANTEC email account for PRIMARY.

Thanks!

You might also want to check the ServiceDeskSettings profile values... I believe this is under Admin - Lists and Profiles. One of the SD profile values populated on install probably needs to be changed as well.

I don't have a 7.1 box to check on, but is it possible the email monitor project is hard coded to create the ticket as guest@symantec.com?

What particular component am I going to have to edit?

Thanks.

As I said, I don't have a 7.1 box to check, but I think 7.1 and 7.5 had a similar setup for this part. In the process message model there is a lookup to find a user based on the email. If that fails, there is a single value mapping component that sets the affected user to guest@symantec.com.

George,

I looked at every component and didn't find anything related to GUEST@SYMANTEC.COM configured.

Thanks.

One thing I would check is the [User] table in ProcessManager and verify that changing the guest user email address in the portal did take. It'll be the PrimaryEmail address for the "guest user" LoginName, I believe.

Hi jjohn1022,

In the default SD.Email Monitor package, as Michael.George suggested, in the Process Message model,  there is a component entitled "Set User Info-Guest User".  It follows the "Search User (by email Address)" component.  It is a Single Value Mapping component.  It looks like a cylinder with green and red arrows in the bottom right corner.

1.  Open that component and click on the mapping defintion ellipsis

2.  You will see a few different lines with a circles attached on the right side of the mapping table.

3. Find the one called Reference Name, and double-click on the line, you will note that this is configured to a constant value, guest@logicbase.com.  This is the guest account you are looking for.

4.  Simply modify this to meet your requirements

5.  Save and republish and this should work fine.  

Please note that these instructions are based on  a default installation of 7.1 Sp1.  Up until 7.5 this was pretty consistent.  The component you are looking for should always be just in front, or very close to the Submit Incident component.

I hope this helps.

B. RING,

I found no component labeled "Set User Info-Guest User".  All I found right after the Search User (by email Address) was a component named, Create New Incident.  I doubled click on that component and tried to look for REFERENCE NAME but to no avail.  I attached an image of the component.

Thanks,

Jason J

Hi jjohn1022,

The "Create Incident" component in your model is the single value mapping component that we have been referring to.  You definately dont have a default version of the Sd.EmailMonitor.  However, I believe we can edit yours to work. 

I have attached a video showing you how to access the integral portions of this component.  If it does not work, please send me screenshots and we can get it working for you. 

Here is what is listed under the CREATE INCIDENT component.  I don't see the REFERENCE NAME.

Check the SubmittedBy or SubmittedById entries.  One of those will be the culprit you are looking for.