Email notifications are not sending to group members when the caller is group member

[Mounika M]

Hi All,

when we create incident, the email is triggering to group and if the caller is the group member, then in he is not included in receipts. could anyone please share your suggestions.

Regards

Mounika

[Saurav11 · Accepted solution]

Hello

Let's say if you have created a notification and set to as group name. Now SNOW should determine the to address for that email.

If group email is empty then SNOW will put all group member's email in to field of the notification. If group has some email address then that email address will have priority and same will be put in to field (not all group members).

If "include members" field is checked in group table for that group then SNOW will put both Group email and members in to field.

Hope this clears your doubt.

Please mark my answer as correct based on Impact.

[Saurav11 · Accepted solution]

Hello

Let's say if you have created a notification and set to as group name. Now SNOW should determine the to address for that email.

If group email is empty then SNOW will put all group member's email in to field of the notification. If group has some email address then that email address will have priority and same will be put in to field (not all group members).

If "include members" field is checked in group table for that group then SNOW will put both Group email and members in to field.

Hope this clears your doubt.

Please mark my answer as correct based on Impact.

[kamlesh kjmar · Accepted solution]

Hi @Mounika M ,

This is an expected behavior. ServiceNow does not send an email to the person who caused the email action. For example, if you assign an incident to yourself, the system does not notify you that the incident has been assigned to you. So you being the caller and you also being the group member makes system to ignore you from the group member list.

Below the link which explains, scenarios in which email recieving is affected:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535129

I hope this helps.

Regards,

Kamlesh