Inbound email matches to the wrong user with same email address before @ symbol
User Johnfoo: email@example.com
User Jamesfoo: firstname.lastname@example.org
When the email from the active user is sent to the ServiceNow instance, the system only compares the first part of the email before the @ symbol. This causes the system to pick up the first user it finds in the system, which happens to be the inactive one. This new record is not created and all inbound actions skipped.
|Warning: ServiceNow strongly recommends reviewing your existing user records to reconcile any that contain identical email addresses. If you activate the plugin prior to reconciling email addresses, your instance cannot distinguish between users with identical email addresses and randomly selects one of the users with the matching email address.|
Activating this plugin and not enabling user creation through email fixes the user matching function. However, it does not automatically create users from incoming emails. Refer to the link below on how to enable/disable automatic user creation: