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!
