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Creating Groups

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Note: This article applies to Fuji. For more current information, see Groups at

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A group is a set of users who share a common purpose. Groups may perform tasks such as approving change requests, resolving incidents, receiving email notifications, or performing work order tasks. Any business rules, assignment rules, system roles, or attributes that refer to the group apply to all group members automatically. Users with the user_admin role can create and edit groups.

Note: References to Work Management indicate that the information on this page is valid for ServiceNow versions prior to Fuji. In the Fuji release, Work Management was renamed Field Service Management.

Creating Groups

  1. Navigate to User Administration > Groups.
  2. Click New.
  3. Fill in the form.
    To see some of the fields, you may need to configure the form.
Note: The default_assignee field has no functionality associated with it.

Field Description
Name Name of the group.
Manager Group manager or lead.
Type Category for this group. For example, a group designated as type catalog is a service catalog group and can also be accessed under the Service Catalog > Catalog Policy > Fulfillment Groups module.

You may need to configure the form to add the Type field. Activating the Work Management plugin (Calgary release) adds the Type field automatically.

See also Configuring Group Types for Assignment Groups.

Group email Group email distribution list or the email address of the group's point of contact, such as the group manager.
Parent Other group of which this group is a member. If a group has a parent, the child group inherits the roles of the parent group. The members of the child group are not members of the parent group. For example, if an incident is assigned to the parent group and you click the Assigned to lookup icon, only the members in the parent group are available. The members of the child group are not available.
Active Check box that indicates whether the group is active or inactive. Inactive groups still appear in any reference field that already references the group, but are not visible by non-admin users in:
  • lists of groups
  • the reference lookup list for reference fields
  • the autocomplete list of groups displayed when you type into a reference field
Exclude manager Check box that controls whether the group's manager receives email notifications.
Include members Check box that controls whether the group members receive individual emails when someone sends an email to the Group Email address. The only exception to this functionality is for approval notifications, whereby all members of a group receive an approval notification, regardless of the Include members selection.
Description Helpful information about the group.

Adding Users to Groups

After defining a group, add users to the group.

  1. Navigate to User Administration > Groups.
  2. Click a group Name.
  3. In the Group Members related list, click Edit
  4. Select one or more names in the Collection list.
  5. Click Add.
  6. Click Submit.

Removing Users from Groups

You can remove users from a group at any time.

  1. Navigate to User Administration > Groups.
  2. Click a group Name.
  3. In the Group Members related list, select the check box next to a group member name.
  4. From the Actions on selected rows menu, select Delete.