Email

[Bhavani1995]

We have identified multiple cases where users are not receiving incident assignment notification emails when incidents are assigned to their group.

Examples:
• User 1: Sai alampalli From group TNT_SPT_GLB_SpsOrcWMSInfosys.
• User 2: Haripriya Bandi  from group FTNTB_DBA_GLB_ORACLE.

Common Observations:
• Group notifications are triggered and received by other members, but not by the affected users.
• Affected users still receive other notifications (when directly assigned tickets).
• Exchange/Outlook traces show no delivery issue — ServiceNow is not sending the notification for these users.
how to solve this

Impact:
• Multiple users are missing critical incident notifications.
• Delays in ticket awareness and response.
• Possible broader ServiceNow notification defect affecting group-based notifications.

[AndersBGS]

Hi @Bhavani1995 ,

 have you looked at the notifications template for when and how they are triggered?

[aruncr0122]

Hi @Bhavani1995 ,

In the notification "who will receive" tab, check if the affected user is added in the particular email that affected user is not receiving email. If not added then you can update it.

Also, in the sys_user record, check the Notification field. If it’s disabled, the user won’t get any emails from ServiceNow (though this doesn’t apply if they’re already receiving other emails).

Thanks