How to suppress duplicate notification on sysapproval_approver table

[vinitaraico]

Hi Team,

I need some help with suppressing duplicate notifications.

Use case:
This applies to a specific set of catalog items.

Approval flow:
Request Submitted → Manager Approval → Group A Approval → Group B Approval

The standard approval notifications are sent to the Manager and the members of Group A as expected.

For Group B, however, the requirement is to send a single notification to a shared mailbox (abc@company.com) when the group approval is created.

To achieve this, I created a separate notification for Group B. However, since the group contains multiple members, the notification is being triggered once for each approver record, resulting in multiple emails being sent to the mailbox.

Has anyone implemented a similar requirement or can suggest the best approach to ensure only a single notification is sent to the shared mailbox when the Group B approval is created in sysapproval_approver?

Thanks in advance!

[Ankur Bawiskar]

@vinitaraico 

that's OOTB behavior

Do this

-> Create a notification: table = sysapproval_group. Trigger on Insert (or Insert + update state = requested)

-> In "Who will receive", add the shared mailbox address (abc@company.com) in the Users field

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[vinitaraico]

But we need the same template in notification which is mapped in Global approval Notification on approval table

[abbasshaik4]

Hello @vinitaraico,

You can achieve this requirement by using the flow designer follow the below steps:

or refer to this link:
Solved: Re: Catalog item approval request should go to par... - ServiceNow Community

If it is helpful, please mark it as helpful and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[Vinayak2443]

Hi @vinitaraico ,

In your Workflow, right after the Ask for Approval – Group B:

Add a Notify action (or Script step).
Set To: abc@company.com
The "Ask for Approval" step runs once per request (even for groups).
The notify action also runs only once, avoiding the multi-trigger issue on sysapproval_approver.

Please accept the solution and mark it helpful if it helped you.
Regards