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.

[neenashankar]

tried this. stil not luck

[mhegde1]

Hi @neenashankar ,

Also please try to check the Email Template used in the notification.

thanks,

[Amit Verma]

Hi @neenashankar 

Can you please try setting the User/Group in fields to Requested for.Email by dot-walking on the requested for field as shown below :

Also, please ensure that the requested for user you are using to test the notification has a valid email ID mapped in the user record.

Thanks and Regards

Amit Verma

[neenashankar]

Hi all,

Just wondering, any chance that my email is not triggering because the state flow for incident is modified. In our case, when an incident is submitted from portal, the state is "Assigned" and when the incident is submitted on native view the state remains "New"

Can you please tell me in this case what would be my best option?