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Custom Group Requests for Group Email (Emma)

Number of views : 15
Article Number : KB0017549
Published on : 2021-12-13
Last modified : 2021-12-13 20:39:36
Knowledge Base : IT Public Self Help

Custom groups can be used to reach large audiences. There are two ways to request a custom group: 


Target Audience Known 

If you have a list of EIDs for your target audience follow these steps: 

  1. Create a ticket in ServiceNow 
  2. Include the following information: 
  • List of EIDs either as a txt/csv or spreadsheet 
  • EIDs of the 2 responsible members to be added as managers of the custom group 


  • If the list of EIDs exceeds 20,000 contacts the Group Email Stewards will seek approval from University Communications.  
  • The Group Email Team will take up to 16 business hours to complete the request.  


Target Audience is an Existing Source 

If you would like to use data from an identified source to create your custom group follow these steps: 

  1. Create a ticket in ServiceNow  
  2. Specify the existing source you would like to use 
  3. The Group Email Team will liaise with stakeholders to determine if the request can be processed. 
  4. Timeline will be determined by the Group Email Team and stakeholdersThis process can take a few weeks.  


Cautionary Note 

The contacts in the group will be deleted after two weeks. If you need a custom group for longer than two weeks, please indicate this in your ServiceNow ticket.  



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