SLA groups

[Ankitha4]

I need to add on of the group for example test to the company internal sla group .Does the company internal sla group will also be present under sys_user_group.list table

[Dr Atul G- LNG]

Hi @Ankitha4 

Seems confused, where you want to add? Any screenshot?

[Robbie]

Hi @Ankitha4,

If I understand your question correctly: In order to send SLA notifications to a group, does that group need to exist in  the SN instance?

Short answer (without any scripting involved) - Yes.

In order to send to any user or group from ServiceNow, the system needs to know the user/group exists and pull on certain attributes such as the email address etc.

I'm thinking the reason why you asked this is because you want to hide the group or restrict it so it's not available across the entire system - is that correct? If so, you would need to script a solution which could become quite complex and have a lot of overhead.

I guess the question here is can you add the group for initial testing and confirmation the emails are being sent and rendered as expected and then can you remove or inactivate the group after the initial rollout? 

Don't forget, you have the email logs (sys_email) where you confirm what was sent, to whom, and what it looks like.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie

[AshishKM]

Hi @Ankitha4,

Yes all groups used within the ServiceNow modules are defined in sys_user_group table. If u defining SLA or OLA ( Internal ) on any table ( extending the Task table ) the group will be from sys_user_group table.

-Thanks,

AshishKM