Is it possible to send outbound email notification to inactive user?

Laurie Marlowe1 · ‎02-03-2017

Hello,

Is there a way to send an email to an inactive user? For example, a user works in the field, and they do not log into to self-service, so their sn account is marked inactive. However, something is broken, and the person in the field calls the Service Desk. The Service Desk puts the field worker's name in the Caller field. Is it possible to send an email to the Caller, even if they are inactive?

I tried adjusting the email notification by removing active is true in the condition; the inactive person has a valid email address.

Thanks,

Laurie

Laurie Marlowe1 · ‎02-13-2017

And the answer is....ServiceNow says emails cannot be sent to inactive individuals. You can send emails to individuals marked Active = true and Locked Out = true. However, in our case, our licensing model states any active user in the sys_user table consumes a license, whether self-serve or not.

Thanks,

Laurie

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dormarchan · ‎02-03-2017

I assume yes....BUT you have visit this B/R (query) in the User table called: 'user query'

I believe you have to reconfigure the script to allow inactive users display when the query is invoked from another table (e.g. Incident).

Good luck.

Laurie Marlowe1 · ‎02-03-2017

Hi Salvador,

I am able to see the inactive users by removing the Active is True reference qualifier on the Caller field on incident. I also tried some different things with the user_query business rule, but that did not seem to have an effect on getting the email to trigger to the Caller.

Any other ideas?

Thank you for your response.

Laurie

dormarchan · ‎02-03-2017

Let's make and simulate a scenario here:

IF you can set inactive users in the Caller ID, which you are able to, this means that the Caller Id field has a sys_id value of a user.

IF so, let's trace the email notification that sends the notification to the Caller ID and let me see the conditions around it. (I'll try to mimic this in my demo instance).

Thanks.

Laurie Marlowe1 · ‎02-03-2017

The email notification that sends the email to the Caller is Incident opened for me

I removed "Active is True" on the notification

Retested, and the email still does not send to the Caller