Need to create an incident when inbound email action fails

[suuriya]

Hi Community,

I have a requirement; in our instance we have written inbound email action in incident table with condition subject is AWS. when an external user (mail id of external user noreply@companyname.com) sends an email to our production group mailbox companyname@service-now.com it will create an incident and we have created one service account for that user in user table with the user's mail id noreply@companyname.com (since we only receive email from that user)....so when we receive mail incident gets created. Which is absolutely working fine.... but when that service account is made inactive then incidents are not getting created. (inbound email action fails)...when we receive email from  noreply@companyname.com with subject is AWS...incidents are not getting created.

In this scenario, incident needs to be created to ITOC Team with the work notes as Inbound email action fails so incident created to ITOC Team.

How we can achieve that.....Any insights will be helpful

Thanks in advance

[Tony Chatfield1]

Hi, if the user account involved has been deactivated then I believe that this is correct and expected behavior, and the appropriate approach would be to ensure that your team(s) do not disable core user accounts.
Flow might offer you the ability to validate the user and if not then process the email via a different account (run-as) but I have never tried flow as a solution for inbound email and I would avoid any solution that added extra\unnecessary complication.

[suuriya]

Hi @Tony Chatfield1 ,

Thanks for your reply

I agree but my clients are looking for some alternative solution for this.

Can we use script in the existing inbound email action to check if the user is active or not if not create an incident record using gr.initialize() will it work?

Note : Inbound email action which I mentioned in the post is written in incident table.

[Tony Chatfield1]

From memory inbound actions are skipped if the user record is inactive - you should be able to test\confirm this easy enough.
So if the inbound actions are skipped, they will not be triggered regardless of their content.

I would advise your client that the configuration is security related and inactive users cannot create tasks for a very good reason.

What is the business driver behind this requirement?