User email address bounces how to unblock

[JackD]

I have a user that email continues to bounce all emails go into send -ignored and it comes up that the email bounced and will not send any additional emails to that email address. I've looked for blocked addresses etc. cant find anything I thought it was something associated with the user that is not the case either as adding it to a different user did the same, is there a way to unblock that address because it is still a valid email address.

Thank you in Advance

Jack

[Allen Andreas]

Hi,

Please review your email filters to see if there's anything set there that would cause this behavior.

https://docs.servicenow.com/csh?topicname=c_EmailFilters.html&version=latest 

[JackD]

This is an issue for outgoing emails not being sent not inbound. But either way after checking there are no filters that would cause that behavior.

[Allen Andreas]

Thanks for checking.

In that case, please consider checking your business rules on the sys_email table.

Essentially, it sounds like someone has done some customization, so you'd want to check things that would affect the email going out, such as business rules, a flow possibly, etc. on the sys_email table.

[gao]

Hello Jack,

We also met this issue, and solved by guidance of KB1646657.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1646657

Resolution: 
The issue can be resolved by going to the Bounce Email Address [sys_blocked_email_address] table, locating the email that was blocked, setting the Failed Count to 0, and setting the State column to New.