How does ServiceNow know when the incident commenter is an ESS or an ITIL member

[David Carlin]

Hello,

I have been researching this topic for the past week and I cannot seem to find the answer. Currently in our instance, when an ESS user makes a comment on their incident, the email notification 'Incident commented for ITIL' fires and sends an email to the assigned to (if assigned to is not null). When the assigned to make a comment back the email notification 'Incident commented for ESS' fires and sends an email to the ESS. When any ITIL roled user (not assigned to) makes a comment on the incident, both email notifications are fired and both the ESS and assigned to receive emails.

I want to know how ServiceNow differentiates between what notification to send. It seems like it is determining what notification to send based on who makes the comment but I can't seem to understand how. I want to modify our notifications and add a forth notification option but I need to know how ServiceNow differentiates what to send first.

If this question isn't clear I can add more details or elaborate more!

Thanks!

David

[Michael Fry1 · Accepted solution]

You would add the email address to the group email field on the group form. It might not be visible, but you can add to the form. Then when the notification -  Incident assigned to my group - is triggered the notification will go to the email address, and not the individual group members.

Email to the ESS when any technician comments added - would just go to caller_id, and watchlist

Email to the Assigned To when the ESS adds comments or any tech adds comments - should go to the assigned to

No one I confused you. I said it completely incorrect. Updated my response.

[David Carlin]

Hey Michael,

I appreciate your response! This was exactly what I was looking for and did the trick.

Marking as Correct.

Thanks,

David