inbound action not processing when user is inactive

[donkuelbs]

We have a process where a user is inactivatated in most of our internal systems if they have not completed required training within a specific timefram.   The only options open to them are the training system and email.   The ask is to have them complete the training and then send an email stating that it is complete to ServiceNow.   That email will automatically kick off a process to re-enable the users access.

The inbound action works as long as the user is active, but fails once the user is inactivated.   We get a message stating the inbound action is being skipped due to the user being inactive.   We would like to process the email even though the user is inactive.   We can look up the user in the inbound action script and if the user is inactive create the ticket under the id of a service account that we have created for this type of activity.   Our problem is that we can't find where the inbound actions are being skipped.  

Can anyone point us in the right direction on this?   We need to process emails even if the user that sent the email is currently marked as inactive in the system.

Thanks in advance.

[Michael Fry1]

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

[donkuelbs]

This is close, but not quite what we want.   This will allow us to process an email from a user that is locked out if they are active.   What we are looking for is a way to process an email from a user even if they are marked inactive in the system.   Do you know of a way to do that?

[Michael Fry1]

An inactive user should be locked out. There is an out of the box business rule named: Lock Out Inactive Users - that makes inactive users locked out.

How do you define 'inactive'?

[donkuelbs]

If the user record field "Active" is set to false.