Notification only sent to caller and one group member despite multiple active members in assignment

[navulurisfd]

Hi all,

I’m testing notifications in ServiceNow and have a scenario I don’t fully understand:

• I created a notification triggered when an incident is inserted.

• In the “Who will receive” tab, I added Caller and Assignment Group under Users and Groups.

• The assignment group has 3 active members with valid email addresses.

• When I create a test incident, the notification email recipients in email logs only show the caller and one group member.

• I tried using a different assignment group, but the behavior is the same — only the same group member appears in the recipient list, even though the group has multiple active members.

I’ve confirmed that:

• All group members are active and have valid emails.

• The incident is correctly assigned to the group.

Question:
Why is ServiceNow only sending the notification to one group member instead of all active members?
Is there a setting I need to enable to expand the group members for notifications?

Any guidance would be greatly appreciated!

[Dr Atul G- LNG]

Hi @navulurisfd 

I’m not entirely sure, but could you please check if “Include Members” is set to true in the group? After that, verify whether all members are receiving the email.

Also, when you mentioned that only one member is receiving the email—was that the manager or a specific user?

There could be several reasons for this issue. Could you also share a screenshot of the notification configuration so we can confirm if everything is set up correctly? Additionally, please check if there is any email address defined at the group level as well.

[navulurisfd]

Hey Atul, Thankyou for your response I figured out the solution. The Users turned of the notifications in their preference. 

[Nikhil Bajaj9]

Hi @navulurisfd ,

You are doing it on PDI or in your official environment. If on PDI, please share screenshots for better clarity.

Regards,

Nikhil Bajaj

[navulurisfd]

Hey Nikhil, Thankyou for your response I figured out the solution. The Users turned of the notifications in their preference.