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,

[randrews]

check the notification device list for their user name and verify it is correct
cmn_notif_device.list

edited to show how to check the notification list.. it ate it when i initially posted

[kedarnath13]

is there any case that locking out a user?if this case,what will be the properties of that user?

[Gerald Harris]

I haven't been able to resolve this but the issue is no longer causing any problems. I have had zero complaints since approximately a week after my initial submission. The only thing I have been able to identify is that every user who had the problem had their contact record in AD deleted (not sure why). Their email addresses were still in place and were being displayed properly in ServiceNow. When the contact record was recreated the users stopped having any issues with ServiceNow. I am not sure how a contact record, when the email address is still intact, would cause the problem. If you have any ideas I'd love to hear about it.

Thank you.,

[DavidChazin]

Even though this thread is marked as not needing a response, I thought I would describe our experience here, in case it may help someone else.

We have this issue when there is more than one record in the User table with the same email address, and when one of the records is Inactive. So, even though an active record exists for the sender of the email, the presence of the Inactive record causes ServiceNow to skip the inbound email actions. So, there is no coding you can do in the inbound email action, itself, that will solve the issue, because the inbound email action will not be run.

We are in Berlin. Calgary gives the option to process emails from an Inactive User.

One solution would be to make sure email addresses are unique in the User table. Another solution would be to code around this restriction, perhaps with a Business Rule. Another solution would be to upgrade to Calgary.