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]

Comparing the same notifications for Change Request and Incident on a demo instance I notice that the order of the conditions is different. Does this issue occur with Incident when an assignment group is assigned? If it does not, and the notification is sent successfully, see if you can match the order of the conditions in the Change Request notification. The current order for Incident is as follows:
Assigned to | is empty
andAssignment group | changes
andAssignment group | is not empty

I hope this is helpful,

[drodriguez2]

We're not using incident yet so it's not something has come up. I'll do some testing in demo to see if the behavior changes.