Caller not receive any mail when incident creted in servicenow

A common issue!

When an incident is created in ServiceNow, the caller should receive an email notification by default. However, there could be several reasons why the caller is not receiving any mail. Here are some possible causes and solutions:

  1. Email notification is not enabled: Check the incident's notification settings. Go to the incident record, click on the "Notifications" tab, and ensure that the "Email" notification is enabled.
  2. Caller's email address is not set: Verify that the caller's email address is correctly set in their user profile. Go to the caller's user profile, click on the "Contact Information" tab, and ensure that their email address is populated.
  3. Email notification is not configured for the incident: Check the incident's configuration. Go to the incident's configuration record, click on the "Notifications" tab, and ensure that the "Email" notification is enabled and configured correctly.
  4. Email server issues: There might be issues with the email server or the network connection. Check the email server logs to see if there are any errors or issues.
  5. ServiceNow email notification configuration: Check the ServiceNow email notification configuration. Go to the "System Properties" record, click on the "Email" tab, and ensure that the email notification settings are correct.
  6. Caller's email address is not verified: If the caller's email address is not verified, they might not receive the email notification. Go to the caller's user profile, click on the "Contact Information" tab, and ensure that their email address is verified.
  7. Incident is not assigned to the caller: If the incident is not assigned to the caller, they might not receive the email notification. Check the incident's assignment and ensure that it is assigned to the caller.
  8. Email notification is being blocked by a filter: Check the caller's email client or server settings to see if there are any filters or rules blocking the email notification.
  9. ServiceNow email notification is being sent to the wrong email address: Check the incident's notification settings to ensure that the email notification is being sent to the correct email address.
  10. ServiceNow email notification is being delayed or stuck in the queue: Check the ServiceNow email notification queue to see if there are any issues or delays. You can also try restarting the email notification service.

To troubleshoot the issue, you can try the following:

I hope this helps you identify and resolve the issue!