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01-28-2019 09:46 AM
An group manager prefers to use a group email, not the default of each ITIL user's individually assigned emails. I prefer not to use group email, as 3 individuals to this generic queue are not part of her team.
It was my understanding the group email field has specific use and/or practice. thoughts or practice regarding:
individual group members email addresses vs group email?
Thoughts?
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01-28-2019 10:53 AM
We allow each group manager to self-manage how they wish to use this feature by allowing them write access to the group email field. If populated, the group email field overrides the group members' email addresses. There are times when they may want folks that are not part of the group to be aware of the happenings in the group. They are not assigned fulfiller roles, but are stakeholders.
If the group email field is blank, each member receives a notification. Those group members may manage their own notification preferences if they do not want to receive certain notifications.
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01-28-2019 12:19 PM
I would suggest setting her up in her own group and giving her permission to add / remove members to the group.
https://docs.servicenow.com/bundle/london-platform-administration/page/administer/users-and-groups/task/t_CreateAGroup.html
Sending emails to people outside the group even in the corporate world is considered spam and unacceptable practice.
