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

[ryadavalli]

But Fred. I saw a different behavior in our instance, group managers are not getting emails. Do you think there could be any other configuration. ACtually the exclude manager field not enabled on the groups form for us.

[palmen]

Without having access to your instance it's hard to say why your group managers doesn't get mail. They should get a mail if you send a notification to a group they are manager for unless the Exclude Manager checkbox is checked.

There are several other things that could prevent them from geting mail.

It's possible to opt out from some mail notifications

It's possible to disable mail notifications for a user

Mail address on the user could be wrong

To trouble shoot you'll need to look at the mail in the sent mailbox in servicenow to see if the manager was one of the users who should recieve the mail or not.

[ryadavalli]

I agree. Thanks Fredrik