Compose Email functionality for incident and change not working but it is working for Service Case

[kuldeep9]

Below are the screen shot of compose email form for Incident and CSM Case , for CSM Case Email are sending to my email account but for Incident Emails are not sending to my email account, but in email log (sys_email.list)  status is sent.

Case Compose Email:

Incident Compose Email:

Thanks in Advance...

Kuldeep

Note: In Case Compose Email form I found one extra field "From" that is not present in Incident compose Email form

[Mark Manders]

If the email is sent, it's sent and you need to check on the receiving side why it hasn't been received. What does the 'preview' on the email table show you? Are there any differences there?

[kuldeep9]

exactly Mark... if email type is 'sent' in sys_email log that means email should be sent successfully and I should received at my end. but it is not behaving like that for Incident and Change , but for case it is working fine and I am receiving the email. 

and for 'preview' nothing different both are having watermark and email body.

[Mark Manders]

You will need to check on your side why the email isn't received. Has it gone to spam? Is there a filter blocking the email, or a firewall not allowing it? 

If ServiceNow says that it is sent, it is out of the instance and got lost somewhere after that. From ServiceNow side there isn't much you can do.