Send email notification to group members when change is assigned to them

[drodriguez2]

I'm trying to have Service Now send an email notification to all members of a group whenever a change or change task is assigned to the group. I thought this was already configured (using Berlin) but I'm not seeing the emails go out.

I'm looking at the Email Notifications and see that there is a Change assigned to my group and Change task assigned to my group. These appear to be configured to do exactly what I need them to, but the notification doesn't appear to be triggering. Other email notifications do go out and are received (approval requests, calendar invites). Also, if a change or change task is assigned to a user the notification goes out. It's only the group notifications from what I can tell that are not working like I would expect.

I also tried adding a Group Email to one of the groups thinking maybe I misunderstood how it's supposed to work but that didn't work either.

If I view the email logs I don't see these emails being created, so it doesn't get that far.

This is the configuration of the Change assigned to my group email notification:

Send when: Record inserted or updated, Inserted is checked, Updated is checked, weight is 50.

Conditions are Assigned to is empty and Assignment group is not empty and Assignment group changes.

Who will receive is set to Users/groups in fields Assignment Group.

What will it contain is the change.itil.role

The template is Active and the table is change_request.

I'm not sure what else I can check to troubleshoot this.

[ccajohnson]

By default, a lot of notifications have Send to event creator unchecked. What happens when this is unchecked is that if you are the person who makes the change the notification will not be triggered. I usually check this so that the notification gets sent regardless of who changes the record. To do so:
1. Under Related Links, click the Advanced view link.
2. Select the Who will receive tab.
3. Click the Send to event creator checkbox.
4. Save the notification.

I hope this is helpful,

[drodriguez2]

Wouldn't that only apply if the creator of the change was a member of the assignment group? Right now even if I create the change and assign it to a group I'm not a member of the notification doesn't trigger.

[ccajohnson]

Since Berlin is checking to see if the record is changed rather than actually sending an event, it may need to be set so that it is sent regardless. Then again, you may just have to "kick-start" the notification. See what happens when the checkbox is checked.

Other things to look for is that all of the users in the group have email addresses and are active. ServiceNow will not send a notification if there is no one to send it to.

[drodriguez2]

Checking the box didn't help. Oddly enough, removing Assignment group is not empty from the conditions seems to have done the trick. As soon as I add it back it stops working. This isn't just in our environment but also in demo.