Request Item assigned to group email notification issue

[samirmeroua]

Hello community 

I have an email notification once a RITM ticket is assigned to a group, but it is still not being triggered. I tested most of the conditions and scenarios but it is still not working ..is it a bug in ServiceNow ? or an ongoing issue? I checked all the RITM notifications to exclude this group from the OOB notification if there is any ... but no such notification was configured. 

Assignment group has proper email address, and all its members are active , i set also email notification for the same group but form incident tickets and it works fine 

[BraydenR]

I would check the sys_email_log and find the record that was created by your testing!

This can help narrow down the issue, feel free to post what you find (PII redacted ofc!)

[Tanushree Maiti]

Hi @samirmeroua 

1. Ensure Assignment group has member

2. If it is non-prod , did you check email log ( sys_email.list) where it is triggered or not.

3. Ensure Notification is enabled for group member's  profile (in sys_user)

Was it worked before and stopped working.. or from beginning its not working? 

[samirmeroua]

1. Ensure Assignment group has member

the group has members, and all are active

2. If it is non-prod , did you check email log ( sys_email.list) where it is triggered or not.

checked, and there no email being triggered by this notification and no errors 

3. Ensure Notification is enabled for group member's  profile (in sys_user) 

email notification is enabled

It was not working from the beginning, but the Incident email notification works fine for this group

[AndersBGS]

Hi @samirmeroua 

How have you configured the "who will receive" and have you checked the mail logs for the RITM mentioned?