Caller is blank or sometimes Mail for Inbound Email Notification for Incidents?Why?

[VIKASM535239375]

Caller is blank or sometimes Mail for Inbound Email Notification for Incidents?Why?

[Matthew_13]

Hi Buddy,

This happens from what I have seen due to ServiceNow can’t always determine who the sender is when creating the Incident from an email.

If the email’s From address doesn’t match an active user, the Caller field may be left blank or set to a generic value like “Mail.” Admins often don’t notice this because they test with known users.

It can also happen when:

• The inbound email action uses a default/generic user

• Emails are forwarded, so the sender can’t be matched

• A custom inbound action or rule overwrites Caller

• In domain-separated instances, the user exists in a different domain

Quick check: open the Incident, view the related inbound email, and search for the From address in sys_user. If there’s no active match, that’s the reason.

A good Fix: make sure senders exist as users (or define a standard “external/guest” user) and update the inbound action to set Caller only when a user match is found, otherwise use a consistent default.

@VIKASM535239375 - Please mark as Accepted Solution and Thumbs Up if you found Helpful! 😉

[Its_Azar]

Hi there @VIKASM535239375 

The Caller is set based on the sender’s email address. If the email does not match a single active user in sys_user (no match, multiple matches, inactive user, or shared mailbox), it may leave Caller blank or just show the email address. It can also happen if the Inbound Email Action does not set caller_id or if custom logic overwrites it.

Best practice is to explicitly set caller_id in the Inbound Email Action with a user lookup on email.from, and define a fallback user if no match is found.