Inbound email not being processed

[Gerald Harris]

I have a couple of users who will occasionally have their inbound emails blocked by Servicenow. Their accoutns are active, their email addresses are correct. They are sending the emails to the correct address and for some reason they will occasionally have their emails blocked. All of my inbound actions will log the same message "User Guest with email is either inactive or locked out" but the user account is not, nor was it, locked out.

I am looking for any ideas on where to continue my trouble shooting. (And I can't imagine it being my inbound email actions, they've successfully processed thousands of records and just aren't all that complex in the first place.)

Seriously though, any help you can provide is greatly appreciated.

Thank you,

[kedarnath13]

there is a chance that user registered email id is mismatch to user mail address. Check this case.

Hope this solves the problem

[Gerald Harris]

@Kedarnath: If, by email ID, you are referencing the email field in the user record then yes they do match.

I have opened a ticket with SN support on this one but I have not received any type of resolution yet.

Thank you,

[kedarnath13]

Can you tell me what is the code written in the inbound Action and in what case it is printing this error message?

[Gerald Harris]

@Kedarnath: Thank you for responding.
The error message is the same one displayed for non-existent or locked accounts.

The inbound action is the basic OOB Create Incident action with a couple of minor modifications that are not involved with the user object.

I am wondering if ServiceNow is actually looking at the text recorded in the email field of the user record or if it is looking at something else when it compares the from email address with the information recorded in the email field in the user record.

If ServiceNow is actually comparing some sort of meta-data, related to the email field in the user record, with the from address, listed in the email header, then I CAN verify that there was some activity on at least one of the problem accounts near the time when the issues with ServiceNow occurred.