There was a problem with the Service-Now mail notifications sent at ticket creation, for incidents (no problem for requests)

The mail notification that should be sent for the SNOW ticket creation, informing the Caller with the SNOW ticket number, was NOT sent, neither to the Caller, nor to people in the watch list. Also the notification sent to the supporters informing them about a new ticket in their support line was not sent.

The problem started at ~10:50 yesterday and was noticed only for mails sent to the caller. Those mails have been all re-processed yesterday. This morning the problem was detected for the supporters and mails to supporters are being re-processed now.

We apologize for the delay caused for all these emails that should be sent at ticket creation, which can imply also some delay for the resolution. We like to remind all Service-now users that the most reliable way to see and to follow tickets is on the web, via the portal or with the tool.