User not receiving Notification except one Group

[subashds6515]

Hi,

The Assigned To user belongs to four groups, ex: Group1, Group2, Group3, Group4.

For Example:

Assignment Group: Group1

Assigned To: User

Users can able to receive notifications.

IF

Assignment Group is Other than Group1.

Assigned To is User.

The user does not receive a notification.

What is the problem here?

I checked user notification preferences and also checked the user record. I find nothing.

Is that functionality ServiceNow The user belongs to four different groups but receives a notification from one group.

Can anyone point out to me what I am missing here?

How can I fix the issue?

Thanks,

Subash

[Sohithanjan G · Accepted solution]

Hi @subashds6515 

Can you check the below options:

1. In case the respective group has an email address defined, you have to tick the checkbox for "Include members". Otherwise, only the group email address will receive the notification.
2. Refer this KB article KB0785233 

3. Either set the recipient field in the notification to "Assignment Group" instead of "Assignment Group.group email" so that the email will go out to all the group members in case of empty group email address

   or

   Set the group record with a group email address.

[subashds6515]

Hi @Sohithanjan G,

In the group of 6 members, all other users receive notifications except one person.

In the notification, the recipient is Assigned To.

Even though the user didn't receive a notification.

Without Assigned To the notification sent to Group E-mail is working fine. If I assign the user that time the user does not receive a notification.

Example: 

In the group, 6 members [Subash, Bharath, Vedha, Deepa, Rivetha, and Navaneethan]

5 members received a notification, and 1 member did not receive a notification.

Subash only the member not receiving notifications.

Thanks,

S

[Dr Atul G- LNG]

Hi @subashds6515 

These kinds of issues are very tricky. Try to send an email to Subhash from the email client and see is he receiving email or not? 

It may be his id is not configured properly.

[Anubhav24]

Hi @subashds6515 ,

Can you post the screenshot of your notification configuration of "Whom to Send" tab.