Send change Approval Notifications to Approval Group Email (DL) Only (Not Individual Members)

[charankumap]

Hi Community,

I have a requirement related to change approval notifications. By default, approval notifications are triggered to approvals on the change record, and the notification is sent to all individual users who are members of the approval group.
However, my requirement is different: When a Change Request approval is triggered from a ServiceNow Approval Group (for example, an approval group like CAB, Supervisors, etc.) The approval notification email should be sent only to the Approval Group email address (for example: cab@company.com) The notification should NOT be sent to the individual users who are members of that group

Currently: Even when the approval is associated only with the approval group (and not assigned to individual users), The notification is still being delivered to all group members instead of only the group email address. but in the recipient it was showing DL(group email) only.
How this can achieved?

PFB screenshot for reference:

Thanks in Advance🙂

[charankumap]

Hi @Tanushree Maiti ,

Thanks for the suggestion.
In our case, the Group Email field is already populated and the Include members checkbox is unchecked, but the behavior is still the same.
When an approval is generated for the group, ServiceNow is still expanding the approval to the individual group members.
For example, if the approval group has 5 users, all 5 users are receiving separate approval emails.
So it seems the issue is not related to the group email configuration itself, but rather the OOTB approval engine/group approval behavior, where approval groups are being expanded into individual approvers before the notification is triggered.
Our requirement is:
If Group Email (DL) exists --> send only one notification to the DL
Do not generate/send approval emails to individual group members
Prevent approval group expansion for notifications

[Tanushree Maiti]

Hi @charankumap 

As said as per my understanding , If group email is there , only one notification will go to the DL mailbox.

It seems in your case multiple triggering is taking place.

Check your configuration/code in BR ,schedule job ( for gs.eventQueue()), flow , inbound email action, from where there event/notification is getting triggered.

[Vishal Jaswal]

Hello @charankumap 

When you add a group as a recipient, then ServiceNow looks for Assignment Group's Group email field value and if found empty, then it looks for Group members and send e-mail to all of them else if Group email field value found then it only sends e-mail to Group email field value.

Here is an example where below Group do not have Group email field value:

Scheduled report with this Group as recipient, ends up sending e-mail to all group members:

All you need to do is populate the Group email field value with the DL you created:

Now, the e-mail is sent only to the Group email field value:

So, under Who will receive tab of your notification, select the group name only in the Users/Groups in fields.

[charankumap]

Hi @Vishal Jaswal ,

Thank you for your suggestion.

If possible could you please share the screenshot of the tab "who will receive" . So I will try further and confirm, Thanks

[Vishal Jaswal]

You're welcome @charankumap 

You can add as many groups as you want under When to Send and ensure that all such group have Group email field value populated as shown below: