Can some approve/reject by replying to servicenow without the user record in sys user

[Tanushree Maiti]

No, a user typically cannot approve or reject a ServiceNow request via email if they do not exist in the sys_user table. ServiceNow’s inbound email actions rely on matching the sender’s email address to a valid sys_user record in order to validate the approver.

[SohamTipnis]

Hi @Johnson13,

Nope, this sounds pretty easy, but it doesn't work like that. One of ServiceNow's aims is to protect the data and provide good security. So not anyone can just approve/reject any request.

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10

[AndersBGS]

Hi @Johnson13 ,

no, an approver is a defined user in the sys_user table, hence if user is unknown, then it will not be possible.

[Johnson13]

There is a resource that says I can 

 

Requirement Best Choice

Email reply approves	✅ Stub sys_user
No ServiceNow login	✅ Locked account
Audit friendly	✅ Stub sys_user
External vendors	✅ Token links
Safe for Prod	✅ Yes

How it works

• The external person does exist in sys_user
• But they are:
  • 🔒 Locked
  • 🚫 Have no login access
  • 📧 Email-only user

ServiceNow treats them as valid approvers, but they cannot sign in.

Typical setup

• Username = email
• locked_out = true
• No roles
• No password
• Source = “External Approver”

✅ Email approvals work
✅ Tokens work
✅ Auditable
✅ Upgrade-safe