The FROM field in an inbound action does not work when ther is an _ in the domain portion of the senders email addressIssue You will identify this issue when you have the following The Senders email address has the format name@name_domain.xxxThis email address has an associated user defined in the instanceYou have defined this email in the FROM field of the inbound action Under these circumstances the the following will be observed The email log for the inbound message will show Skipping script '<Inbound Action>', Inbound action From field 'name@name_domain.xxx' does not match '' from email The User field in the email will not have resolved to the user in the instanceAny other inbound actions will be run as 'Guest' CauseAs per section 3.4 of RFC5322 the _ (underscore) is an illegal character in the address domain so JavaMail rejects the address. Because of this the email address will never resolve to a user. As the email cannot resolve to a user the FROM field condition cannot be usedResolutionThere is no resolution to this within ServiceNow. It would need the Domain part of the email address to be corrected to conform with section 3.4 of RFC5322 If the Senders email address cannot be changed the following workaround can be used In inbound action remove the address from the FROM fielddefine the following condition Headers contains name@name_domain.xxx