email notifications are send in the problem management process out of box recipients

[pradeepcm]

Hello 

@crowe1288greg ,  @AndersBGS  @nitin gupta1   @Tanushree Maiti. @Dr Atul G- LNG 

Could you please explain how email notifications are sent in the problem management process? While receiving notification recipients  it appears that some users receive emails even though they don't seem to have the required access or roles.It looks like these notifications are being sent to out of box .

Could you please clarify the how recipients are determined and which configuration controls who receive these email notifications?

[Ehab Pilloor]

Hi @pradeepcm,

Navigate to All > Notifications.

Search by table name = problem.

Open notifications configured and see Who will receive section.

Usually the recepients are those who are somehow connected to the problem record, maybe part of assignment group, assigned to etc.

Please Accept this response as Solution if it assisted you with your question & Mark this response as Helpful.

Kind Regards,

Ehab Pilloor

[Dr Atul G- LNG]

Hi @pradeepcm 

https://devxxxx.service-now.com/now/nav/ui/classic/params/target/sysevent_email_action_list.do%3Fsys...

Have a look here

https://youtu.be/HxFF_a2t2K8

[Tanushree Maiti]

Hi @pradeepcm 

• Navigate to System Notification > Email > Notifications, open each Problem notification, and review the Users, Groups, or Fields configured under the Who will receive section.
•  To ensure that email notifications are sent only to users with Problem Management roles, remove any hardcoded groups where appropriate and use a Notification Script to validate that recipients have the required role before the notification is sent.
• Review any Flows, Business Rules, Scheduled Jobs, or other custom logic related to the Problem table to determine whether gs.eventQueue() is being used to trigger notifications. Validate that these events are targeting the intended recipients.
• Remind users that they can manage their own notification preferences by reviewing their notification subscriptions and disabling out-of-the-box (OOTB) notifications that are not relevant to them.

[pavani_paluri]

Hi @pradeepcm ,

Email notifications in Problem Management are generally driven by the notification configuration rather than user roles or access permissions. As a result, a user may receive an email even if they do not have the required roles to view or work on the Problem record.

Typically, recipients are determined based on the configuration of the notification, such as:

• Users referenced in record fields (for example, Assigned To, Problem Coordinator, Opened By, or Watch List).
• Members of an Assignment Group or other groups specified in the notification.
• Recipients added through notification scripts or event parameters.
• Out-of-the-box notification logic that automatically includes certain stakeholders when a Problem is created, assigned, updated, resolved, or closed.

To understand why a specific user received an email, I would recommend:

• Reviewing the relevant notification under System Notification > Email > Notifications and filtering for the Problem table.
• Checking the Who will receive section to see how recipients are being selected.
  Opening the email record in System Mailboxes > Outbound > Sent to identify which notification generated the email.
• Reviewing any associated events, notification scripts, or recipient conditions that may be adding users dynamically.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P