Email not recieving from a particular user

[Arpit_S]

Hi,

We have an User 'XYZ', when we recieve an email from XYZ, we do Inbound action.

But, SNow Inbox is not recieving any emails from this particular user, could you please help with this, why is it happening?

Note: User is ACTIVE, and not locked out. also, user as correct email address in User record.

[Dr Atul G- LNG]

Hi @Arpit_S 

are you trying in PDI? If yes , the email (incoming / outgoing ) not work or stopped due to security constrains. else check the domains in email properties. 

[Arpit_S]

No, I am talking about production.

Sorry for the delay, and not mentioning which instance.

[Dr Atul G- LNG]

Hi @Arpit_S 

I know you checked, but check is the user has right email id?

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0533652

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0758267

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535129#:~:text=The%20user%20....

[Arpit_S]

Hi,

These articles are related to 'User not receiving Email'

I am facing issue with, ServiceNow not capturing the email.

O365 teams said, they are forwarding it to ServiceNow, but we not getting that mail.

Thanks.