How to restrict Notification delivery based on the user’s

[mania]

Hi,

We currently have a group notification that is triggered when a ticket is in the New state and is sent to all members of the assigned group.

However, we have the following requirement:

Example:
User “X” is a member of T3, Software, and Infrastructure groups(Multilple groups).

• The user should receive email notifications only for tickets assigned to the T3 group.

• The user should not receive notifications for tickets assigned to the Software and Infrastructure groups.

• At the same time, the user should still be able to access, view, and search tickets from all three groups.

We want to configure ServiceNow in such a way that notification delivery is restricted based on the user’s primary/allowed notification group, without affecting their access permissions.

Please advise on the best approach to implement this.

Thanks in Advance!

[Mark Manders]

As long as it is a generic email, it will be send to the users of the groups. The only way around this, is to script the recipients. And that's a maintenance nightmare if you can't add logic to that.

However: if the user isn't supposed to receive the emails from a certain group, he is also not supposed to pick them up, so no assigning needed. Why would they be member of the group at all? 

If you have logic in place that users can only view tickets on their groups, you should update that logic, because then your notifications aren't the issue. The access is. A user should not be member of an assignment group when he isn't supposed to be assigned.