Email address field on watchlist not working?

[Lisa LeMaster]

On the watchlist on an incident, I unlock it.  Select a user from the search.  I then manually type in my own email address and then relock the list.  the user and my email address appear in the list.  I save my incident.  The user i selected recieves the open email notification, but the address I manually entered does not show as having it sent to that address.   Is this a known issue?  I looked at the notifications and we have watchlist added as being notified on open notification emails.  But I don't see where you can select that specific email field.  It's looks to be all or nothing.  So why would it not send to that manually entered address?

I added a screen shot so you may see the address added.

[Mark Stanger]

This looks like it's working correctly.  Can you try a test send of comments from that incident record and check your email logs again?  There's a chance it's sending to that email address but getting filtered out as spam.  If it's sending to the other user in the field, ServiceNow shouldn't be doing anything to the standalone email address.

[Mark Stanger]

One more idea.  It looks like you might be using your own email address there.  If you are using the email address of the currently logged-in user and the email notification does not have the 'Send to event creator' checkbox checked (which is the case with most of the watch list notifications) then that email address will be ignored.  I'd guess if you use a different email address or check the 'Send to event creator' checkbox on the email notification you'd see it send out.

[Lisa LeMaster]

Thank you this was helpful information.  So one thing about this is we are still in testing mode haven't gone live yet so we don't have email notifications truly turned on to see them in our email boxes..we are relying on the activity notifications within the ticket, or we are looking in the outbound sent.  So maybe they go (or will go once turned on) and just don't reflect within the activity?  So I used my home personal gmail account it shows that it will send it.  I used another group's email address and it again it will not show that it will send to that group.  Maybe all will work once everything is turned so emails go?

[Mark Stanger]

You can check the System logs - Email module in your left nav. If it shows there it should work when you turn things on.