Inbound & Outbound emails are not being processed due to User: system created by the customer - Support and Troubleshooting

Inbound & Outbound emails are not being processed due to User: system created by the customer Issue Inbound & Outbound emails are not being processed due to User: system created by the customer

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Cause Inbound and Outbound emails were not being processed as the customer created a user with User ID: system

Below are the steps that needs to be taken to ensure emails are not being processed in the instance:

1) Email Diagnostics: Review the email diagnostics page to ensure email sending and receiving is enabled.

2) You can add property: glide.smtp.debug which will log additional information in the wrapper log when the SMTP Sender job executes.

3) Ensure the STMP Sender jobs are executing and are not claimed by nodes that are invalid.

4) Look at the XML Stats of the instance and look at section notification.stats. Within that section look at outbound and this will give you information of the SMTP Sender jobs i.e. last run time, state and processing duration.

Below is the snippet:

true 0 0 0 0 0 0 0 72af8d4f371022000c50cef954990e69 ready 11 2020-03-09T12:50:14.000Z d8e56792c0a80064007e86b882a6acc7 ready 15 2020-03-09T12:50:18.000Z Resolution User 'system' was renamed to 'oldsytem' and the instance was restarted or you can delete this user record.

Related Links Email Diagnostics: https://docs.servicenow.com/csh?topicname=r_MailDiagnostics.html&version=latest

Advanced Email Properties: https://docs.servicenow.com/csh?topicname=r_AdditionalProperties.html&version=latest

Email Reader / SMTP Sender job stuck: https://support.servicenow.com/kb_view.do?sysparm_article=KB0679998