After the upgrading CA Service Desk Manager from r12.9 to r14.1, it appears that the behaviour changes with regards to email notifications to to multiple recipients. This article explains the change in behaviour after the mail_show_to_cc_list option is installed.
In CA Service Desk Manager r14, when a user sends an email notification to multiple contact email addresses, a single emails with the multiple recipients in the To: line. In version r12.9, an individual email notification was sent to each recipient. For example, when an email notification is sent to 3 users, 3 individual emails are sent 1 to each recipient's email address.
Is this difference in behaviour by design?
CA Service Desk Manager r14.1, r17
The difference in behaviour only occurs in r14.1 if the following option is installed.
Administration tab > Options Manager > Email > mail_show_to_cc_list
After the mail_show_to_cc_list option is installed, a single email will be sent to multiple recipient email addresses. If the option is not installed, the behaviour is the same as the previous versions of the product. If a notification is sent to 3 recipients, then 3 individual email notifications are sent.