Not Receiving Incident Updates via Email in ServiceNow

[venugopalre]

Hello,

I created an incident in ServiceNow by sending an email from my personal Gmail account (@gmail.com) to my company's help desk. The incident was successfully created, but I am not receiving any email updates about the incident (such as status changes or comments or mail).

I checked the System Logs > Emails, and I see that inbound emails from my Gmail are processed correctly. However, I don’t see any outbound emails sent to my Gmail for incident updates.

Troubleshooting Steps I Have Tried:
✔ Verified that the incident was created successfully.
✔ Checked System Logs > Emails (No outbound emails found for my Gmail).
✔ Checked Notification Settings under System Notification > Email > Notifications (Incident Update notifications are active).
✔ Confirmed that my Gmail address is not in the Watch List or Caller field (but I need to receive updates).
✔ Checked Spam folder in Gmail (no emails found).
✔ Checked if ServiceNow has email restrictions on outbound emails to external domains.

Questions:
1 How can I ensure that ServiceNow sends incident update emails to external email addresses (like Gmail)?
2 Is there any configuration change needed in Notification Rules or Email Settings?
3 Does ServiceNow block personal email domains by default for outbound notifications?

Any help or guidance would be appreciated!

Thank you!

[Ankur Bawiskar]

@venugopalre 

incident updates will be sent if notification is configured with correct recipient

Example: If you wish email to be sent to assigned to when Comments are added then recipient will be Assigned To user

Also email sending should be enabled to receive the actual email.

Note: Email sending and receiving is usually disabled in DEV and UAT

Remember there could be some restrictions configured within the instance to not send email to external users. Please check that

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @venugopalre 

1 How can I ensure that ServiceNow sends incident update emails to external email addresses (like Gmail)?

Atul: Logically the email should go out, could you please check that all the notification on the incident table is enabled. Also, you just sent an email, does your user exist in SN?
2 Is there any configuration change needed in Notification Rules or Email Settings?

Atul: No, but cross check, the email Server is mapped and outbound and inbound emails are enabled in the email property.
3 Does ServiceNow block personal email domains by default for outbound notifications?

Atul: No, unless it is specifically mentioned din domain, also check your spam box in gmail. 

[venugopalre]

We need to configure our own SMTP email account in ServiceNow instead of using the out-of-the-box email account. Could you please provide details for the SMTP setup? (recommendable) or any Suggestions.

[Dr Atul G- LNG]

Hi @venugopalre 

If it is PDI, then you can do as you mentioned or follow this link

https://www.servicenow.com/community/developer-forum/solution-how-to-configure-email-account-in-serv...