From the first day that you introduce a service desk analyst to logging a ticket in ServiceNow, you will be asked about how to add entire email groups to receive updates on a ticket. In fact at Al Jazeera 47% of all emails received by ServiceNow in 2015 had at least another email address copied in other than the desk’s.
Email groups are a common artifact of collaboration in corporate environments with almost every team in the organization having an email group for its members. There are normally more email groups than sections ...
