Notification to a Group is also send to non-members

[Patrik Samuel T]

Hello everyone,

It looks like "Incident assigned to my group" notification is also send to some non-members of an Assignment group, most likely because their manager is a member. However, we have another, custom created, notification to an Assignment group which does not behaves this way. Both notifications are configured basically the same way.

"Exclude delegates" option is unchecked in both cases - if this is an option responsible for this behavior.

Any ideas?

Thanks

Patrik

[Mark Roethof]

Hmmm don't see anything strange on your notification. Also you checked exclude_manager you mentioned.

Any delegates which might be are interfering?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Allen Andreas]

Hi,

Their manager being a member shouldn't cause notifications to go to other people. The logic is looking at the exact group and sending to those members specifically.

What can cause a diversion from this?

If anyone in that group has a "delegate" set up...and CC notifications are turned on in those delegate settings, other people outside this group could then...get the emails.

Other than that, that's all I can think of as far as how other people not in this group could get the notification, but it's certainly not because the manager is a member.

You can go to your email log (sys_email) and see the recipients and then see if those people are delegates of someone else contained within the group.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Swadesh Saraf2]

I think some of the users has subscribed to the notification, as ServiceNow does provide that option. I would suggest if you have the people identified who are getting the notifications, impersonate them and then check their notification subscription. You will need to disable those subscription. 

Please let me know if you found this useful.

Thanks

[Patrik Samuel T]

No delegates are set.

Notification is not configured as Subscribable, so there should be no way how to subscribe, right?

There is 15 users in group, but notification is sent to 18 users... all those extra recipients have manager as a group member... that's suspicious to me.

Tomorrow, I will try to reproduce this issue in some controlled test conditions.

Thanks for all replies.

[Allen Andreas]

Yeah, you have something else going on then.

That's not OOB for individuals who have a manager in a group also receive the notification...who aren't even related to a group. If that was the case, then check other notifications where there is a manager of anyone in that group, run that test for that notification and does the person or people who have that manager that did get the notification...also get it?

Again, if somehow they do, it's a setting or something on your instance.

Let us know, thanks!

Please mark reply as Helpful/Correct, if applicable. Thanks!