{"id":4466,"date":"2016-07-26T12:16:18","date_gmt":"2016-07-26T12:16:18","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/servicemanagement\/?p=4466"},"modified":"2016-11-02T12:19:29","modified_gmt":"2016-11-02T12:19:29","slug":"improved-matching-on-email-addresses","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/servicemanagement\/2016\/07\/26\/improved-matching-on-email-addresses\/","title":{"rendered":"Improved Matching on Email Addresses"},"content":{"rendered":"<p>ServiceNow is set by default to look at someone&#8217;s primary email address when the email the system to match it against their user record &#8211; for example emails from n.hynes@soton.ac.uk automatically get matched against my Nick Hynes ServiceNow record.<\/p>\n<p>Unfortunately, some people have their email clients set up to use an alternate address to\u00a0the standard primary one. \u00a0This is usually [username]@soton.ac.uk. \u00a0If people emailed ServiceNow from these email clients, the system could not\u00a0find them so their emails came in as &#8220;Guest&#8221;. \u00a0This was\u00a0undesirable as the ServiceDesk had\u00a0to either manually find the user record or the tickets never got\u00a0matched and stayed as &#8220;Guest&#8221;, meaning it was hard to identify the callers and they\u00a0could not log in and see their tickets\u00a0on the portal. \u00a0It also meant that email approvals did not work on these addresses as the system could not identify the approvers.<\/p>\n<p>We have now implemented an improvement that means anyone emailing from a\u00a0[username]@soton.ac.uk address will also get matched against their user record, reducing these &#8220;Guest&#8221; tickets and ServiceDesk overhead considerably, as well as allowing the email approval system to work. \u00a0We hope to extend this functionality to other email aliases, including @ecs.soton.ac.uk email addresses in the near future.<\/p>\n<div id=\"themify_builder_content-4466\" data-postid=\"4466\" class=\"themify_builder_content themify_builder_content-4466 themify_builder themify_builder_front\">\n\t\t<\/div>\n<!-- \/themify_builder_content -->","protected":false},"excerpt":{"rendered":"<p>ServiceNow is set by default to look at someone&#8217;s primary email address when the email the system to match it against their user record &#8211; for example emails from n.hynes@soton.ac.uk automatically get matched against my Nick Hynes ServiceNow record. Unfortunately, some people have their email clients set up to use an alternate address to\u00a0the standard [&hellip;]<\/p>\n","protected":false},"author":97582,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-4466","post","type-post","status-publish","format-standard","hentry","category-uncategorized","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4466","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/users\/97582"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/comments?post=4466"}],"version-history":[{"count":4,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4466\/revisions"}],"predecessor-version":[{"id":4470,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4466\/revisions\/4470"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media?parent=4466"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/categories?post=4466"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/tags?post=4466"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}