One notification email for all teams when a case is assigned

[ServiceNow Use6]

Hi,

The requirement is '

Please merge all email notification for when a case is assigned in one email notification instead of different emails for each team.

In the filter, user "not any of" so teams receive these notification by default with the ability to opt out.'

The problem is, when i select one of the assignment groups in the list of assignment groups from notifications and create a customer case, it is not creating any email notification.

I have done this so far

Business Rule:

(function executeRule(current, previous /*null when async*/) {


gs.eventQueue('case.assigned.merge.notify',current,current.assignment_group.toString(),
current.assignment_group.toString());
	

})(current, previous);

Regards

Suman P.

[alexalejandro]

Hi Suman,

You’re close, but a couple of things to check:

1. Make sure the notification is tied to the event

   • Event name must match: case.assigned.merge.notify
   • “When to send” = Event is fired

2. Recipient setup is likely the issue

   • current.assignment_group.toString() only sends the sys_id, not actual users
   • Instead, in the notification:
     • Use Users/Groups in fields → Assignment group

3. Test without the “not any of” condition

   • That filter can block the notification entirely if it doesn’t evaluate true

4. Quick debug

   • Check Event logs → is the event firing?
   • Check Email logs → is anything generated?

 In most cases, you don’t even need a Business Rule. A simple notification on:

• Assignment group changes
• Recipients = Assignment group

works cleaner and follows best practice.

If this helped, please mark it as Helpful 👍 so others can benefit too 🙂

[Tanushree Maiti]

Hi @ServiceNow Use6 

Your testing works as expected "when i select one of the assignment groups in the list of assignment groups from notifications and create a customer case, it is not creating any email notification"

In Notification you have AND operator. 

Test it by a assignment group which is not mentioned in the condition as given in the screen shot. It will work.