Group email parameter doesn't send notifications when ticket is already assigned to a member of the group.

[Marcin Kroszel]

Hello Community,

I have the following problem with group email functionality. 

As I understand it, when this option is enabled and group inbox is filled with an email, all kind of notifications should go to this inbox rather than to each individual person.

My problem is that with this option enabled, the notification goes to group email only when ticket field Assigned To = empty. When the ticket is already assigned to a particular person from a team, then group notification stops and notification is sent only to that one assignee.

So right now, in case someone from the team with the ticket assigned is not at work that day, no one will know that there is a ticket which should be taken of. 

Do you know what might be the cause of that problem and where to look for configuration?

I will much appreciate your support.

[Marcin Kroszel]

Thank Ahmmed you for this information.

I can't find exactly the same name of the notification you presented in the screenshot however, I could find a few different regarding incidents such as :

• Incident Assignment Group Changes P1
• Incident Assignment Group Changes P2-4

and all of them have a similar global configuration. In that case, I think I shouldn't change that as it will affect all configuration items.

In my example Assignment Group which requested that change contains only 3 people, but there are groups that contain about 40 people and I guess such configuration prevents individual inboxes to be flooded with emails which don't concern them. 

Nevertheless, there is a tooltip written if a hover over group email bar which says that group email overrides individual email. Based on what is written here and my understanding it should still disable individual notification and leave only group email notification... I'm getting confused...

[Ahmmed Ali · Accepted solution]

That tool tip meaning is as follows.

Let's say if you have created a notification and set to as group name. Now SNOW should determine the to address for that email.

If group email is empty then SNOW will put all group member's email in to field of the notification. If group has some email address then that email address will have priority and same will be put in to field (not all group members).

If "include members" field is checked in group table for that group then SNOW will put both Group email and members in to field.

Hope this clears your doubt.

Thanks,

Ali

[Marcin Kroszel]

Yeah, now it's clear. 
Appreciate your deep explanation and help!

[Mohit Kaushik]

Hi,

You need to change the email notification configuration for assignment group. 

You need to go to Notifications and edit when to send condition. Below is the link which you can follow to configure it.

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/notification/task/t_C...

Please mark it helpful if it helps you and it it resolves the purpose then please mark it helpful and correct both i will be glad.

Thanks,

Mohit Kaushik