[1:51 PM] Not Stupid
CHNG123456 – looking for an email
Hi team,
Regarding recently closed case CHNG123456, I am expecting an email sent earlier today from [email protected]. I have not seen a ticket yet and I am wondering if there is a way to look for it either in SNow or further up the chain in case it was caught in an email filter somewhere.
Thanks,
Not
[1:54 PM] Joe Shmoe
Hi Not. I only see 2 emails that have come in from that Alert User email [email protected] in our system. They both have the subject “Welcome to EXAMPLE”. These don’t seem like alert/incident related emails.
[1:55 PM] Joe Shmoe
Screenshot 2024-08-09 at 1.54.56 PM.png
Either they are not coming in using the [email protected] or we are not recieving them on the SN side.
[1:55 PM] Not Stupid
That’s what I am looking for. I need to follow the instructions in those welcome emails to complete onboarding.
[1:57 PM] Joe Shmoe
Ok, I think we have specs mixed up here. Our email alerting rules create INC’s to handle alerting issues with external systems. You are looking to use them for reminders to complete Onboarding steps?
[1:59 PM] Not Stupid
I just need this one email to do the onboarding. Everything else should make incidents.
[2:00 PM] Joe Shmoe
Ok, but we have to setup separate rules based on the Subject, Alert User, Email body specific items that come in. There is no such “Catch all” that just creates whatever you need based on the type of email.
We already setup a rule for this alert user ([email protected]) to catch incident alerting issues.
[2:01 PM] Not Stupid
Is it possible to get the contents of those emails you saw? This is a one-time thing. Everything else will be incidents.
[2:01 PM] Joe Shmoe
What do you want it to do with these emails? This process we have is specific to alerting and creating incidents. If you just need visibility of these emails, that is a different ask completely.
[2:03 PM] Not Stupid
I likely need to click a link that was in those emails to set up the account associated with the [email protected] address. But until I see the email, I don’t know exactly what I need to do.
[2:05 PM] Joe Shmoe
I don’t know how COMPANY is setup, but isn’t a way for them to add you as a CC to the process on their side so you get the emails in your inbox. Doesn’t seem like our SN needs to be used for this at all, unless I’m looking at this incorrectly.
[2:05 PM] Not Stupid
No, not for an initial onboarding email.
[2:06 PM] Not Stupid
In order for them to send emails/alerts to [email protected], that address needs to be onboarded into their system. They do this by sending it an email to confirm. This is usually done by clicking a link in the email, whereupon the user is prompted to create a password. That is what I am trying to do. This is a one-time thing.
[2:16 PM] Joe Shmoe
There are options to leverage this I guess, but I will need to talk this over with the Team on Monday. I can’t make configuration/process decisions as the admin.
[2:19 PM] Not Stupid
Is there anyone who can retrieve those emails you said you saw in this one instance?
[2:19 PM] Joe Shmoe
Yes, what do you need from them? I can get the information out of them.
[2:19 PM] Not Stupid
As I said above, whatever the email tells me to do, I need to do it. So if there’s a link or other instructions, I need to know what they are so I can do them.