Send email notification when incident is assigned to group

[chats]

I am very green to Service Now.   I recently started a company that has Service Now, but they are not using it to its full potential.   I have volunteered to own it and improve on how it is currently used.     I imagine I will have more questions in the future, but this is my first:

I am trying to set up an email notification so that when an incident becomes assigned to a group, the group members are notified.   I believe I have successfully set up the groups and added group members.   I have attempted to set set up the email notification, but when I test, no email is sent.

Is anyone able to help me troubleshoot this?   Thank you!

Here is a screenshot of email notification (I believe it was a default one that came with Service Now).   I have made it active, but when I reassign a ticket to a group I'm in, I do not receive notification.

Can anyone see why the email will not send to notify group members?

We do have groups created.

And I have people assigned to the groups.

Thank you for your help.

[davidmcdonald]

Hi Jodie,

Firstly, I'd check the Email Logs to see if they're trying to be sent out:

Easiest if you search the Subject column for something like the subject of your email.

If you find the email, and it's not going out, then I suspect madanm7786 might be right and email sending might not be enabled.

If there's no results, then it's not be sending the email out at all (the notification never triggered).

Secondly, I'd check if all the group members have Email Addresses or the Group itself has an email address. If they all do not, then it won't send out the email (no recipients). I'd either set an email address for the group members, or set an email address for that group. A group with an email address will send any emails addressed for that group to the group's email address, instead of to each of the individual group members.

Thirdly, I'd suspect the Notification. From what I can see by your screenshots, they all appear to be correctly set up. To test, I'd created another notification to test with, with a similar intention in mind: send email to group, when the ticket is assigned to that group without an assignee user. If the test notification works, that pretty much narrows it down to your original notification, something is off about it.

Hope this helps!

[chats]

1.   I checked the email log and I do not see this email notification in it.      

2.   Everyone in the group has an email address linked with their profile.   We receive emails for new incidents and when they are closed, etc.   I do not have a group email address associated with this group, I was under the impression that if we didn't have a group email address, the email would be sent to our personal ones.   Is that correct?

3.   I've never created a notification before.   (I'm so darn new! But very eager to learn. )   I was hoping to use one of the prepared emails that came with Service Now and modify as needed.     You think I should try one from scratch?

Thanks for your help.

[chats]

Anyone able to help?   I still have not yet figured out how to set this up properly.   I'm hoping someone can help steer me.

Thanks.

[Travers M · Accepted solution]

Remove everything aside from assignment group changes and then update a record to change it to that group.     Also, do you get this to fire to any group or is it just this group you are having issues with?

[chats]

Thank you!   That worked.     I'm very grateful!