Notification "Subscribable" option

[spike]

Can someone please help me understand the notification "Subscribable" option?

I've read through the forum and through the ServiceNow docs but nothing seems to explain what I'm seeing or how it is meant to work.

I've created a new notification that triggers an email when a certain incident field is changed. This works fine and my teams channel gets the email.

I want people to be able to subscribe to this notification so they get the email as well. Therefore I've selected the Subscribable tick box. Looking at a user's notification preferences the notification appears in there, and "Primary Email" is true. Therefore I'm expecting that user to get it. They don't. The user doesn't get the email regardless of the Primary email setting.

If I untick the Subscribable box, and look at that users notification preferences, the notification is still there, and still has a toggle against "Primary email" that can be on or off. And the user doesn't get the notification under any toggle setting.

Can someone explain to me how this is meant to work? At the moment I can see no point to the Subscribable option. The only solution I can see is to add the users (individually or via a group) to the notification to ensure they get it.

Surely I'm missing something?

Many thanks!

[Tushar]

Hi @spike 

I believe  the "Subscribable" option is designed to allow users to opt-in to receive notifications even if they are not the primary recipients, but it works in conjunction with the regular notification recipient configuration.

Users need to subscribe to the notification, and primary recipients will receive the notification as usual, regardless of the subscription setting.

If the notification is triggered by a certain incident field change, as you mentioned in your example, the primary recipients will receive the notification regardless of the "Subscribable" option.

Subscribers will also receive the notification if they have subscribed to it, in addition to the primary recipients.

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Regards,
Tushar

[spike]

That's exactly how I think it works as well, but that's not how it seems to. The notification is Subscribable through the notification preferences regardless of the "Primary Email" toggle setting. And when it is toggled to true, the user doesn't get the notification anyway. 

It's like the option does nothing!

[nameisnani]

Hi @spike ,

Please find the below link : 

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/notification/concept/c_...

[spike]

Thanks. I've read through all that before and in my opinion it doesn't shed any light on what I'm asking.