Group emails

A colleague asked how to get ServiceNow to send notification emails to a group's members as well as the group's email address. So I did some testing to find out how it all works. Hopefully this helps others asking the same question.

Group [sys_user_group] records have 3 fields (sometimes hidden) that we're interested in.

  • Group email
  • Include members (hidden)
  • Exclude manager (hidden)

Group fields

Here's a reference for how notifications are sent to groups.

Group has a group email Manager is a group member Include members Exclude manager Sent to group email Sent to manager Sent to members Sent to child groups
No No No No No Yes Yes No
No No No Yes No No Yes No
No Yes No Yes No Yes Yes No
Yes No No No Yes No No No
Yes No Yes No Yes Yes Yes No
Yes No No Yes Yes No No No
Yes No Yes Yes Yes No Yes No