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

[Laurie Marlowe1]

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]

And, I discovered if the user is set to inactive = false and locked out = false, they can still login

[Mike Allen]

Here is some info on troubleshooting, but my bet at this point is this is set by ServiceNow and is hidden from admins.

ServiceNow KB: Troubleshooting Outbound Email (KB0521382)

[Mike Allen]

Nope, could not get it to work.   I tried all my tricks.   Probably best to talk to HI about this and see what they say.

[dvp]

Did you try using event to pass email id?

[Laurie Marlowe1 · Accepted solution]

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