Assignment Group manager is getting notifications, he shouldn't

[cshriya]

I have an Assignment Group that has the Manager also but manager is not members of that group. I have notification sent to assignment group when incident assigned to the group.

When incident assigned to the group all members getting notification including manager and I am expecting manager should not get the notification because manager is not member nor notification contains recipent as group.manager.

This is happening on Helsinki instance.

Thanks

Chhavi

[Chuck Tomasi]

You need to track down specifically, which notification is being sent to the manager then find out WHY it was sent.

The email logs are you best bet to track this down. Go to System Mailboxes> Outbound> Sent. Locate and open the record for one of the assignment group managers.

In the related list of Email logs at the bottom, you will see which notification was sent.

From there you can start looking at what triggered the notification. If it was an event, then you need to look where that event was triggered from (business rule, workflow script, etc.) Hint: Studio's code search feature can help when searching for strings across scripts.

ServiceNow Studio

[palmen]

If I remember correct, the manager of the group will get a mail if the notification is sent to a group.

You can prevent this by checking the field "Exclude Manager", by doing this the manager will not get the mail sent to the group.

The Exclude Manager field might not be visible on your form so you might have to configure the form.

[Chuck Tomasi · Accepted solution]

I love this community! I learn something (or two) new every day! I especially love the easy ones that have been there for a long time that I never knew about!

[palmen]

I wonder why this field isn't on the group form to start with, would probably make things easier for many people to know this functionality exists.