How to Stop Group Emails and Notify Only Assigned Users for New Tickets/Forms?

[JoostHW]

Hi everyone,

I have a form in ServiceNow used for asking questions about four subjects. For each subject, there’s a designated group of people who are assigned to handle these topics.

Currently, every time a new question/ticket is submitted, all members of the corresponding group receive an email notification. This leads to inbox clutter, as many of these emails are not relevant to everyone in the group.

What I’d like to achieve is:

1. When a new question is submitted, a designated person from the group assigns the ticket to a specific individual. (would be even better if this is done semi-automatically!)
2. Only the assigned individual gets email notifications about the ticket (and can reply to the user via email).

How can I configure this in ServiceNow to prevent all group members from receiving email notifications and ensure only the assigned individual gets notified?

Thanks for your help!

[Dr Atul G- LNG · Accepted solution]

Hi @JoostHW 

Currently, every time a new question/ticket is submitted, all members of the corresponding group receive an email notification. This leads to inbox clutter, as many of these emails are not relevant to everyone in the group.

Atul: 

If you’ve added a group as a recipient in your email notifications, everyone in the group will receive the email. To address this issue, you should update your notifications and consider using the group email ID. This ensures that all emails are sent to a single location instead of being distributed to individual members. And use this

Only one person gets email. In that case, add that person assigned to you and update your notifications.