Incidents: Adding a Customer Email Address
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.