notification

[Query1]

I have a question regarding ServiceNow notifications.

If a notification is configured to send to both Assignment Group Members and the Assignment Group Email, and the group email distribution list contains the exact same users as the assignment group members (for example, users A, B, and C), will those users receive duplicate emails?

Example: - Assignment Group Members: A, B, C - Assignment Group Email: group@company.com - Distribution list members of group@company.com: A, B, C

In this scenario, will A, B, and C receive two emails (one direct and one via the distribution list), or does ServiceNow handle this and send only one email per user?

[yashkamde]

Hello @Query1 ,

If both Assignment Group Members and the Assignment Group Email are configured as recipients, ServiceNow will attempt to send notifications to all resolved recipients.

In your example, ServiceNow sends one email directly to users A, B, and C, and another email to the distribution list.

Since the distribution list expansion happens on the mail server side, servicenow does not know that A, B, and C are also members of that distribution list. As a result, users A, B, and C will typically receive the notification twice once directly from ServiceNow and once through the distribution list.

If my response helped mark as helpful and accept the solution.

[Tanushree Maiti · Accepted solution]

Hi @Query1 

• Navigate to the notification.
• In the Who will receive tab, add the Assignment Group field.
• Check the Include members box ( in group record) to automatically notify all group members without relying on an external distribution list. 

[Query1]

Thanks a lot! @Tanushree Maiti  this resolved the issue I had been struggling with for some time. 🙂