A user should receive assignment group notifications only for selected groups, not for all groups.

[Satyam123]

✅ Requirement 

• A user can be a member of multiple assignment groups.

• But the user wants to receive email notifications only for one specific group.

• The user does not want to receive notifications for other groups, even though they are a member of those groups.

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📌 Example

• John is a member of:

  • Software group

  • Hardware group

  • T3 group

But:

• He wants to receive notifications only when a ticket is assigned to the T3 group.

• He does NOT want notifications when a ticket is assigned to:

  • Software group

  • Hardware group

Even though he is part of those groups.

[Ankur Bawiskar · Accepted solution]

@Satyam123 

not possible directly to handle this

You can have custom before insert/update BR on sys_email table and see the recipients and try to manipulate the recipients there and remove that user

But I won't recommend this as you are creating BR on OOTB system table

Please inform customer that this is OOTB behavior and you can't control/restrict it for 1 group only

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Satyam123]

Yes you are right, I have handled it using event registry and business rule, tested it and working as expected.

• Gets all users in the assigned group

• If the assignment group is NOT the T3 group:

  • Excludes users who are also members of T3

• Fires a custom event (incident.assignment.filtered)

• Passes the filtered user list to the event

👉 In short:
It sends notifications to assignment group members, but prevents T3 members from receiving notifications unless the assignment is actually to T3.

[Dr Atul G- LNG]

Hi @Satyam123 If a user is part of a group, it means they have a role within that group. Hiding or not sending the notification to a specific group is not a good approach. There is no valid reason not to send the email to the intended group. This cannot be handled out of the box (OOTB) and would require custom logic, which could introduce technical debt.

[Satyam123]

Yes you are right, I have handled it using event registry and business rule, tested it and working as expected.