Stop send notification to group manager

[suvarna sonar2]

When group manager is part of group and in "Who will recieve" section seleted assignment group so that notification is going to manager even Exclude manager is checked on group form. How to stop send notification to group manager when group manager is part of group.

[MackI · Accepted solution]

hi @suvarna sonar2 

I hope you are well.

You're right, that's a tricky scenario in ServiceNow. By default, when a manager is part of a group and "Assignment Group" is selected in "Who will receive," the manager will get notifications even if "Exclude manager" is checked on the group form. This happens because the system sees them as a member of the group, overriding the "Exclude manager" setting.

Why It Happens ?

Direct Membership: The manager's direct membership in the assignment group takes precedence over the "Exclude manager" setting.
Notification Engine Logic: The notification engine prioritizes direct group membership when determining recipients for the "Assignment Group" setting.
"Exclude manager" Limitation: The "Exclude manager" setting is primarily designed to prevent notifications that are specifically targeted at the manager as the manager of the group (e.g., approval requests routed to the manager). It doesn't filter out notifications sent to them as a member of the group.

Solutions to Stop Notifications to the Manager

Here are a few ways to stop sending notifications to the group manager in this specific case, each with its own pros and cons---

1. Business Rule (Recommended)

2. Event-based approach

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[Ankur Bawiskar]

@suvarna sonar2 

ideally using that checkbox it should work

If my response helped please mark it correct and close the thread so that it benefits future readers.

[suvarna sonar2]

It is not working. Notification is triggering to group manager because user is memebr of group

[Ankur Bawiskar]

@suvarna sonar2 

then don't set the recipient using the field

Fire an event and get the group members and exclude that manager and set those users as recipients in event parameter 1

Link that event with your notification and set Event parm1 contains recipient=true

If my response helped please mark it correct and close the thread so that it benefits future readers.

[suvarna sonar2]

Could you please help for script?