Is it OOTB possible to link multiple email addresses to a single user?

peterraeves · ‎11-13-2017

We have a user with 2 email addresses and want notifications to be sent to both when that user is selected. Is it possible to link multiple email addresses to a single user? Originally this was possible, but the email field was changed, to only be able to contain a single email.

Patrick Schult2 · ‎11-14-2017

Sounds to me like you would want to instead add a List field on Department (or do you mean assignment group?) to contain the email addresses to be used in your custom notification. If you create a List field on the table, and reference User (sys_user), you also get the ability to type in email addresses by hand. This is similar to the watch list functionality you may have seen in Incident.

The idea would be that you select multiple users to send the notification to, or type in some email addresses by hand, without selecting a specific User. Your outbound notification can select this field type and send to all the addresses shown there.

I've attached an example of what this would look like if you put this field on a Group.

View solution in original post

georgimavrodiev · ‎11-13-2017

Hello Peter,

Take a look at the following thread: Multiple email addresses per User .
It might be of use for you.

Best Regards,

Georgi Mavrodiev

IT Consultant

Do IT Wise

You may visit us in our Web Site:www.doitwise.com

peterraeves · ‎11-13-2017

Hey Georgi,

I read through the link and it was not useful. All suggestions require some modifications of all notifications. Which is not what I prefer to do. I just want to add an email address to the user and have it work for all notifications.

In the old days you could add two email addresses in the email field, but for some reason that is not possible anymore.

georgimavrodiev · ‎11-13-2017

Hello Peter,

I believe OOB this is not possible.
The only useful threads I found in regards to your query are the one I pasted above (Multiple email addresses per User) and the one below:

Multiple email addresses for 1 user

Yet, both of the solution require some customization - s, to say so, and are not the exact approach you are looking for.

Best Regards,

Georgi Mavrodiev

IT Consultant

DO IT Wise

You may visit us in our Web Site: www.doitwise.com

Patrick Schult2 · ‎11-13-2017

This sounds like one of those problems that can be solved with user education vs system modification. You mentioned that the user wants emails from ServiceNow to be sent to both addresses. They could easily configure an email rule with one address to forward emails from your ServiceNow instance to the other email account, AND that has the bonus feature of letting them easily disable it in the future.

Really curious what the use case is for a user having 2 different email addresses - can you elaborate on that? It's been my experience that if a user has multiple addresses, it is really that they have 1 email account and some aliases, in which case, it doesn't matter which address you send it to.