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

Satyam123 · 3 weeks ago

✅ 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.

📌 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 · 3 weeks ago

@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! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Tanushree Maiti · 3 weeks ago

Hi @Satyam123 ,

This requirement is not feasible for implementation.

If you implement the requirement for a person of T3 group, But another group member of that group/other group they will be impacted.

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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