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

[Mike Allen]

Building on dvp's comment: You may be able to send in the event, the inactive user's email address in plain text (something like gs:eventQueue('incident/commented', current, current.caller_id.email, null) and make the notification for the inactive user say event 1 has recipient.   It will send to plain email addresses without accessing the user object.   I would have a separate notification to handle this, though.

[felladin]

Hello,

This doesn't work either.

It appears there is lookup done on the mail address before sending out.

I created a BR on sys_email that took the email address as a string and sent it with an event to a notification that should just take Parm1 and use as recipient, but still wouldn't send. Worked when I changed the event in the log to a mail address of an active user.

I changed the notification to have a noreply as "normal recipient" (something I've done for another notification where I add all recipients as blind copies) and added a mail script that took Parm1 and added as blind copy.

This made it work, and a notice was sent. It also led to a loop of the notification, but I'll look into that tomorrow.

With regards

Anton Vettefyr

[mohamadcharafed]

Hi Laurie,

Since Eureka you CANNOT send emails to inactive users out of box. This is considered a security risk. You can imagine if a user/employee/client is deactivated but still receives sensitive data via email about cases, incidents or changes.

So even if you somehow got this to work, just be cautious.

Regards,

Mohamad

[patricklatella]

We had a similar requirement where a simple "You have a new INC" email was required for users that had a de-activated and locked out account.

Our solution was to create a custom string field on the [sys_user] table to hold the email address of these users, and then to clear the OOB "Email" field.

Then a Business Rule on the INC table running on insert for only these specific users triggers the event queue and passes in the Caller's custom email address field (string value).

System sends the email.

This worked in our case.