Receiving emails from inactive users

[matt_a]

Good afternoon,

I have spotted a flaw in our set up in regards to emails that are sent into us from old employees. We use the HR legacy.

Our integrations mean that when a user leaves, the users email address becomes their personal email address.

Standard processes on all inbound actions is that emails are skipped and junked if the user record is inactive.

We need them to still get logged if they are emailing our HR mailbox.

Simple workaround would be to create an update business rule that clears out the email address when their account is inactive.

However, it will mean that the email is logged to guest and not associated to the user.

Ideally, we want to keep the user as inactive for licencing purposes.

Therefore, does anyone have a suggestion about what can be done? Could we update just the HR inbound actions that we have?

Thanks for any help or suggestions on best practice in this situation

[Raj68]

Hi,

Email Filters are applicable only to inbound email.

What is a "nonexistent email user" in your system?   And what logic is used to determine this?   Is it -

1. a valid user with an invalid email address?

2. a user who is inactive now (perhaps left the company?)

3. an automation user account, not a human, that is active in the system, but should not receive emails?

4. something else?

Options

Notification Filters

Using notification filters like "unsubscribe" on a user's subscription/preferences will prevent a notification from going out to the device associated with that notification.   If another device gets created for that user and associated with the notification, you would also have to 'unsubscribe' on that one as well.

User Record - Disable Notifications

Your original suggestion to disable notifications at the user record is as OOTB as it gets.   Since ServiceNow has no functionality that knows how to pick which users you define as "nonexistent", you would need to implement the code to set this flag.

User Record - Deactivate User record

Depending on what 'nonexistent email user' means, you can also consider simply deactivating the user entirely.   This impacts broader functionality than just notifications, and is most closely associated with #2 meaning above.

https://community.servicenow.com/community?id=community_question&sys_id=92710f29db98dbc01dcaf3231f961920

NOTE: Mark correct or helpful if it helps you.

 Warm Regards,

Raj patel

[matt_a]

Thanks, but not really relevant to what I am asking. I am not trying to disable notifications.

I need to allow emails into ServiceNow from users who are inactive

[Raj68]

Hi,

hope this will help you please refer below statement once:

There is a property (glide.pop3.process_locked_out) in ServiceNow that allows you to set if the system will ignore locked out users when running inbound actions. More info here.

Inbound Email Actions - ServiceNow Wiki

NOTE: Mark correct or helpful if it helps you.

Warm Regards,

Raj patel

[matt_a]

Unfortunately, that property is for locked out users and not inactive users.