On r14.1, if "mail_show_to_cc_list option" is installed, only one email is created and sent out to all recipients. However, sometime the emails are sent out to them separately. How Service Desk Manager determines how many emails are generated and which recipients should be added to a same email?
An Activity Notification email will be separated if Contacts have different Notification Method. You can check what Notification Method is defined to a Contact as shown below.
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TEC1191593: Is there is difference in the email notification process with regards to multiple recipients if the mail_show_to_cc_list option is installed?