Inbound Action Script doesn't work from particular mailbox

[IDewar]

Hi there,

I have an issue that is driving me crazy and I can't see where the issue might be. Basically, I have a script where an e-mail comes into ServiceNow and, using an Inbound Action, it removes the first e-mail from the e-mail body, checks the e-mail against the User table and, if there is a match, sets it as the Requested For. If not, it will put in a generic one. Here is my script...

// Grabs a list of e-mails from the body text of the e-mail
	var pulledEmails = email.body_text.match(/([a-zA-Z0-9._+-]+@[a-zA-Z0-9._-]+\.[a-zA-Z0-9._-]+)/gi);
	var mainUserEmail = pulledEmails[0].toString();

// Checks the User table for the user who has the first of the e-mails listed 
// (which will be who needs e-mail released)
	var userRec = GlideRecord("sys_user");
	userRec.addQuery("user_name", mainUserEmail);
	userRec.query();

// If it finds a User record with that e-mail, it will store that info. 
// If not, it will put the default user in.
	if (userRec.next()) {
		var emailUserID = userRec.sys_id.toString();
	}
	else {
		var emailUserID = 'e0847fd2fb1382902b73f783aeefdcca';

 This works if I send the e-mail in from several other mailboxes other than the one I need it to come from. It's pulling the e-mail address perfectly from the body text but when it goes to do the Query, it seems to be coming back with nothing as I keep getting my tickets assigned to the default user. 

Is there a world where the e-mail text is in a format the Query can't read? I have no idea and I am clutching at straws at this point. Let me know if any of you have any ideas? 

[IDewar]

I checked which e-mail was being pulled from the body of the e-mail and it is definitely pulling the correct information from it. Sadly, when it then looks at that info against the User table, it says there isn't a match. 

[Voona Rohila]

Did you change your query statement?

userRec.addQuery("email", mainUserEmail);

[IDewar]

We use the user's e-mail address as their username so it is the same information. It still didn't work when we did have it set to e-mail originally sadly.