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Incidents: Adding a Customer Email Address

Number of views : 2
Article Number : KB0014497
Published on : 2016-08-04
Last modified : 2020-05-06 21:51:27
Knowledge Base : ServiceNow - Public Self Help

For incident tickets where a customer does not have an automatically populated email, restricted email, or an email set to private in TED below is the process for adding their email to a ServiceNow Incident. 

 

Step 1:  Open the Incident Form 

 

 

 Step 2:  Go to the Notes tab, and click the padlock  next to Watch list

 

 

 

Step 3:  Enter the requested email address in the form. 

 

Step 4:  Click the padlock  to close the field.

 

At this point the entered email will automatically copy to additional comments and will be included going forward, unless you select Disable Requested By Notification.

 

 

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