Notification to Assignment Groups

[Abbie2]

Hello,

When a incident is assigned, we have the out of the box notification that is supposed to email all members of the assignment group the incident has been assigned to.

There are 2 issues:
1) It only works for the assignment groups created when we first got ServiceNow (IT support engineers, IT Administrators and IT Infrastructure). Any new assignment groups created are not receiving emails (e.g Support Transformations or InfoSec).
2) We need the notification to be sent to all but 2 groups (IT support engineers and IT Administrators). I have tried to amend the conditions by using the 'Assignment group is not', 'Assignment Group changes to' and Assignment group does not contain' but the emails still send.

Please can you advise why they are not sending to any new assignment groups created, and also how I can amend the rule to send to all but the 2 not required.

[Allen Andreas · Accepted solution]

Hello,

The appropriate way to have it not go to 'x,y' group is through condition.

Based on what you're saying, it almost sounds like you have duplicate notifications for the same thing.

The way the email process system works, is that it will send only 1 email for that condition/event.

So the out of box email is the only one working, most likely due to having a lower "order number" than your custom notification.

Please review your notifications, disable any that are unnecessary, and try again.

Additionally, if the above does not resolve your issue, please check and see if you have any groups hardcoded on the notification within the "who to send to" tab or...check for any mail scripts, etc.

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

[Abbie2]

Hello,

There is only 1 notification. I have been trying to amend the conditions on the out of the box notification, but when they didn't work, I changed the notification back to what it was. 

What conditions would you set to not go to certain assignment groups?

Thanks

[Allen Andreas]

Hi,

You would use the conditions as you had been with AND statements such as:

• Assigned to is empty
• Assignment group changes
• Assignment group changes to x
• OR assignment group changes to y
• etc

This alone would cause the notification to only fire under those circumstances

Then in the "who to send to" tab, you use the "assignment group" in the Users/Fields field.

So to recap, you wouldn't necessarily need to set "is not" for the assignment group condition if you are defining it from the position of: I have certain groups I do want to get it.

If your position is: I want all groups EXCEPT 'x,y,z' then you'd want to build your conditions as only:

• Assigned to is empty
• Assignment group changes
• Assignment group IS NOT 'x'
• AND Assignment group IS NOT 'y'
• etc

Notice the OR in the first scenario and the AND in the second.

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

[Abbie2]

Thank you so much! It was simply because I was using 'Or' instead of 'And' that it stopped the whole notification from working. It's always something so simple.