Inactive user sending emails to ServiceNow

Shantharao
Kilo Sage

‎03-19-2025 07:02 AM

Hi All,
Inactive user sending emails to ServiceNow and all the inbound actions are skipping due to inactive status, 
How can I activate the user and process the inbound action without skipping 
Any suggestions is highly appreciated 

Thanks

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Viraj Hudlikar
Tera Sage

‎03-19-2025 07:08 AM

Hello @Shantharao 

 

First of all, why the user is having inactive status? Also, if incoming email user id is having inactive status it is ootb behavior in ServiceNow to skip such email.
To activate user, understand how users are created in your instance is it from LDAP/AD/Workday/SuccessFactors integrations then see why user got deactivated try to first check this instead of looking for inbound action processing for inactive users and processing them.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

 

Thanks & Regards
Viraj Hudlikar.

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