Email notification for incident created is not working.

[neenashankar]

Hi all,

I am trying to create a email notification for when an incident is created. However, the email notification is not being sent. If you can please help me with this. Attached the screenshot as below. if you can please let me know what is that I am doing wrong in this instance. I am new to the servicenow world.

Note: Requested for field here is the caller_Id field.

[Robbie]

Hi @neenashankar,

On initial view, things look to be configured correctly. It can be a little hard to debug remotely...

First thing to note or clarify, who did you complete the request for? (Caller id) - You'll notice there is a checkbox named 'Send to event creator' on the 'Who will receive tab'. If you created the request and put yourself as the caller/requestor - you won't receive the email unless that is checked. (You also want to clarify if users who complete requests should receive emails)

In addition, make sure you change/swap out the 'Requested for' value in the recipients for the 'caller'.

A second tip is to strip back the Template on initial testing just to make sure you get the simple email sending and functionality first before building in the style.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie

[mhegde1]

Hi @neenashankar ,

1) Please check the "notification" field for the particular testing user.

2) Check if the user is active or not

3) Check the settings by impersonating the user. refer the below snap.

thanks,

[neenashankar]

check this. 

[Simran Gadodiya]

Hi @neenashankar 

You have added everything that should be required. Please very the requested for user if everything correct make sure you will check it through Emails from application navigator.

For testing purpose you can add yourself in who will receive with your field details.

Hope this helps you accept the solution and mark it as helpful.

Thanks 

[Harish KM]

Hi @neenashankar some times if there is a error in html Content,  the notification might not trigger,  just for debugging purpose remove email body and in subject just put test and try creating a incident and see if it triggers