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 

[samirmeroua]

Hey Anders, 

The " who will receive" is set to assignment group 

[rnelsonclar]

Are you the only member of the group, and is send to event creator = true? 

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[pr8172510]

Hi @samirmeroua,

I tested this scenario in my PDI and was able to reproduce and resolve the issue.

 

The notification was not triggering due to the condition:

Assignment group changes

When the Assignment Group is updated via Flow Designer, this condition may not evaluate as expected.

 

I updated the notification condition to:

Assignment group is Service Desk

(Removed the “changes” condition)

---

    What I tested

• Created a Catalog Item
• Used Flow Designer to assign the Assignment Group
• Configured Notification on sc_req_item
• Triggered RITM

---

     Result

• Notification triggered successfully
• Email is visible in sys_email logs
• Recipients received the email as expected

[Ankur Bawiskar]

@samirmeroua 

it's not triggering for any RITM or not triggering for RITM belonging to particular catalog item?

[samirmeroua]

Thank guys , 

The found the issue, it was a business rule that caused the email notification to never fire up .. I changed the business rule script, adjust the email notification conditions , and all working fine now 

Thanks