Email is not autoreplying with a notification to caller

[SParker12]

Hello,

My company created two email addresses to be used when a user is putting in a incident request. We noticed one email address sends the user an auto reply/notification stating we received their incident request but the other email address doesn't do that. Is there a reason this may be happening? How do we fix this issue to both email addresses are send the autoreply notification.

[Prabu Velayutha]

@SParker12 Are you referring to SMTP email(email address from which users receive mail notification from Servicenow)?  System allows only one SMTP email and multiple email is restricted.

If your are referring to the pop3 accounts, after receiving the email dose it creates incidents through inbound action? are you able to see the email in the instance mail box? 

Also, what is the use case why you need multiple emails to send the same notification?

[SParker12]

@Prabu Velayutha Yes, I’m referring to SMTP email. We have one in place already but we created a new email address for a different set of clients to send incident request to. But they are not receiving the autogenerated “we received your request” email notification and i’m trying to fix the issue