Email Notification not triggered to the Assignment Group

[SambitRath]

Dear Admins,

We have recently upgraded the ServiceNow instance to AUSTRALIA version, and we have encountered an issue where email notification didn't trigger to the Assignment group.

We have checked all the email notification configurations in the instance and didn't find any issue there.

So In general,Please let us know who ever have encountered the issue and probable Resolution.

Thanks,

Sambit

[Ankur Bawiskar]

@SambitRath 

none of the notification sent to only this group or other group also?

[SambitRath]

HI Ankur,

Strange thing is none of the Notifications for the Task, Service Request triggered to this group.

Other groups received Notifications when the Service Request gets assigned to them.

[Dr Atul G- LNG]

Log at now support case for this 

[sachinvic]

@SambitRath 

Hi Sambit,

If you just moved over to the Australia release, I'd recommend looking closely at the changes made to the unified notification preferences. Recent family upgrades have shifted heavily toward a strict subscription-based model. It's possible that the default notification channels or user preferences for the assignment group members got reset or overridden during the migration window.

Another common issue during upgrades like Australia is the "Send to event creator" property configuration. If the person who is testing the assignment changes is the same user triggering the event, and that specific flag got toggled off during the upgrade process, the system will completely skip firing the email.

I suggest pulling up your logs for a test record update and filtering for that specific notification. Check if the message state is dropping to "Ignored" or "Skipped" due to a condition match failure or a changed field dependency that might have broken in the baseline code after the upgrade.