Inbound emails that moved to Junk folder

[Sharon24]

I've noticed that if sender's account is locked out or inactive, the emails they sent would be moved to the Junk mailbox.

Is there any way to change the inbound email rule so even if the user's account is locked out or inactive, the emails they sent would still creating tickets.

Thank you

[Willem · Accepted solution]

Hi Sharon,

You can use the property "glide.pop3.process_locked_out" as per:

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/notification/reference/r...

Allowing locked out users to process inbound email actions

A property is available to allow locked out users to trigger inbound actions. For example, enabling the property can allow locked out users to reset their password and send email to the instance asking for assistance.

Property allowing locked out users to trigger inbound email actions

Property	Description
glide.pop3.process_locked_out	Enables (true) or disables (false) the ability for locked out users to trigger inbound actions. Type: true | false Default value: false System Properties [sys_properties] table

[Sharon24]

Thanks for the prompt answering my question. 

Is there any ways to for the inactive users as well?

[Willem]

Hi Sharon,

Have you checked email filters? https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/notification/concept/c_E...

As well as system address filters?:

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/notification/concept/sys...