Is it normal for scheduled report to not be sent to inactive users even if the direct email is used?

[Rain Vaine]

Hello experts,

We have a scheduled report in which for its settings, we have directly added email addresses of the recipients of the scheduled report. Some of the users did not receive the said scheduled report because it says that the user is inactive in the emails logs.

Do any of you have any idea on what should be the expected behavior of scheduled report for this one? Is it normal that the scheduled report is not sent to inactive user? If so, do any you any of what does restrict the report to be sent to inactive user?

Regards,
Vaine

[Sandeep Rajput]

@Rain Vaine I found this community post helpful when I faced the similar issue on my instance https://www.servicenow.com/community/developer-forum/is-it-possible-to-send-outbound-email-notificat...

Hope this helps.

[Rain Vaine]

Hello,

Yes I also found that thread but it was still not able to give any information on how does the ServiceNow restrict the sending of the scheduled report emails to inactive users.

Regards,
Vaine

[Tai Vu]

Hi @Rain Vaine 

Description

Is it Normal that Locked Out users cannot receive notifications?

Resolution

Yes this is expected behaviour.

The logic is that a locked user may no longer work for the company and therefore should not be able to receive emails from the instance for data protection reasons.

It is possible to configure that inbound actions will process emails from locked out users. see: KB0744324
However you should consider the security implications of this carefully prior to implementing.

Ref: KB0859406 - Locked users cannot receive emails from the system. Is this normal?

Regarding your question about finding relevant scripts or configurations that filter out locked-out users during outbound email processing, a script search related to the syslog_email table did not yield any results. 

Cheers,

Tai Vu