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!

[kaushal_snow]

Hi @navulurisfd ,

This behavior typically comes from how the Assignment Group record is configured in ServiceNow. If the group has an email address specified in the Group email field and the "Include members" checkbox is not checked, the system defaults to sending the notification to the group's email address, effectively, one recipient ignoring the individual members.

>> Steps:

Option 1: Enable Include Members

Navigate to the Assignment Group record in ServiceNow. Check this box to ensure notifications go to each active group member, rather than a singular email address.

Option 2: Use Group as Notifications Recipient (Not Group Email)

In your notification's Who will receive setting, ensure it references Assignment Group rather than "Assignment Group.group email".

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[navulurisfd]

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

[Ankur Bawiskar · Accepted solution]

@navulurisfd 

Things to check for the other 2 users

-> Did those members disable Notification preferences?

Impersonate them and check this

If my response helped please mark it correct and close the thread so that it benefits future readers.

[navulurisfd]

Hi Ankur, Thankyou for the solution. I checked their preferences by impersonating them and YES they turned off their notifications. After making changes i am able to see them on the list.