Email Notification to Shared Mailbox

AnandKumar1
Tera Expert

‎06-13-2019 04:25 AM

Issue: In the event of any new ticket assigned to any group, it normally sends out the email notification to the group users. Our requirement is to send the same notification to a Shared Mailbox as well. Notification should go to all the users (from the assignment group) and the shared mailbox.

Please provide your suggestion to make the required changes.

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Alberto Consonn
ServiceNow Employee
ServiceNow Employee

‎06-13-2019 04:32 AM

Hi,

you can add your Shared Mailbox address in the Users field in the Who will receive section of your email notification:

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If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

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AnandKumar1
Tera Expert
In response to Alberto Consonn

‎06-13-2019 04:44 AM

Hi Alberto,

Solution which you have provided will impact for all tickets which is assigned to the user but we need to implement this only for one assignment group.

Example: If ticket 1 is assigned to ABC-DEF group so the notification (ticket has been assigned) should go to all members to ABC-DEF group and the Shared mailbox also. 

 

In the provided solution, the notification will get triggered irrespective of the group.