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

View solution in original post

Mike Allen · ‎02-03-2017

ServiceNow KB: Verifying the user is not inactive (KB0528661)

This says that users will not recieve emails when locked out is true and active is false. I wonder if active = false and locked out = false will send the email.

Mike Allen · ‎02-03-2017

Precursory test in my dev instance sends email to user with active = false and locked out = false. So, try that.

Mike Allen · ‎02-03-2017

And the BR that does this is:

/nav_to.do?uri=sys_script.do?sys_id=667704440a0a0a6500a80f55058399b9

Laurie Marlowe1 · ‎02-03-2017

I set active = false and locked out = false

I deactivated the BR

Created a new incident with Caller an inactive person

Still no email

Mike Allen · ‎02-03-2017

Sorry, I did it through the email client on incident, which is a dumb client. I will try to make it work systematically.