User not receiving Notification except one Group

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subashds6515
Tera Contributor

‎03-02-2024 11:36 PM

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

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Sohithanjan G
Kilo Sage
Kilo Sage

‎03-02-2024 11:53 PM

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.

 

 

Please mark as Accepted Solution if this solves your query and HIT Helpful if you find my answer helped you. This will help other community mates too..:)

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Sumanth16
Kilo Patron

‎03-03-2024 08:16 AM

Hi @subashds6515 ,

 

Try to add multiple users, trigger the notification, and check email logs. If email is triggered check Email logs and email recipients in the notification. In the next step just add that particular user to the notification and trigger notification again. Better to use an event to trigger the notification, so you can debug the issue in this type of scenario.

 

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

 

Thanks & Regards,

Sumanth Meda

 

 

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subashds6515
Tera Contributor

‎03-03-2024 11:21 PM

Hi @Sohithanjan G,

Thanks for the help I found my issue.

The issue was in the [cmn_notif_message] Notification message table one more record for the Primary notification device with an advanced filter condition.

I just removed the Advanced filter condition now the user can able to receive a notification.

can you share any article related to the [cmn_notif_message] Notification message table? I want to know about the complete functionality of the table.

 

Thanks,

S

 

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