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

[Jackie23]

We are having similar issues where Inactive Users who are emailing are going straight to the Junk Folder and passing out Inbound Actions. Therefore out Service Desk is missing multiple emails for users. Did you ever find a solution?

Thanks, 

Jackie

[Melissa Berry]

We have the same issue as well. Has anyone identify a solution?