How can I trigger Inbound Email Actions for Inactive Users

[sieusaopolo15]

Currently, I have this Inbound Email Actions process mails receive from users but there are some inactive users send mails to the instance and the Inbound Email Actions is skipped because system received emails from inactive users. How can I make Inbound Email Actions trigger for this situation ?

[Mahathi · Accepted solution]

Hi @sieusaopolo15 ,

As per the OOB Configuration available, we can only process Locked out users by modifying sys property.

Case 1: When the user is inactive

When the user is inactive, then the inbound email actions will NOT process for the user. The log entry will indicate inbound action getting skipped. 

Case 2: When the user is Locked Out

Inbound email actions can be triggered for Locked out users by enabling a system property - glide.pop3.process_locked_out . The user must still be active.

Note: Customers are requested to keep in mind the security implications of allowing users from untrusted domains, and why they were locked out before allowing emails from them to trigger inbound email actions.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0744324

Maybe you could try a business rule on the "sys_email" table, with condition, user is inactive and add some comments/work notes on the ticket.

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful

Thanks,

Mahathi