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.
