why do notifications go to group email vs group members?

[mrswann]

I have created a version of the Task notification specifically for Catalog Tasks (which pulls in the populated variables from the RITM attached to the task!) - Nice script I shared on here if you are interested... Re: Where are the variables stored on catalog task?

The tasks are created by the RITM workflow. Everything is good. There is a single notification for when the Task is assigned to the Group. It is then down to the groups to dispatch to individuals.

There are 4 tasks across 4 groups.

2 of the Groups use a mailbox, and want the notifications to go to the mailbox - the group has members and these would be the individuals who would fulfil/close the task

1 of the groups users a mailbox but will be managed offline (not in ServiceNow) and report back via email, this notification should go to the mailbox. there are no members in the group.

1 of the groups does not have a mailbox - the group has members - and want the notifications to go to each of the members. these are the individuals who will fulfil/close the task.

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From what I have described, and what I have tested - it seems that if there is a Group Email against the group - it goes to the group email and not the members.

If there is no group email, it goes to each of the members.

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IN practise this is working; but I am not clear WHY this is the behaviour - and whether there may be anything which could cause this to change?

[Kalaiarasan Pus · Accepted solution]

It is how the OOB notification works.

If group mail Id exists, it will go to the group mail box else individual recipients.

[mrswann]

Hi thanks - that is what I needed to check.. do you have any reference material so I can mark it correct? Otherwise I can just trust you

This is great because we can design accordingly, and everything is dandy!

[Kalaiarasan Pus]

The tool-tip on the field itself gives this information.

[mrswann]

Thanks. Feel such a doughnut