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Do not notify original analyst RRS feed

  • Question

  • Hello Everyone!

    I am trying to setup a notification for incidents but do not want the original analyst who either opens the ticket himself or adds a comment to the ticket to be notified. I know there is a Cireson App for this but is there any way to do it manually? Thanks in advance!

    Wednesday, February 25, 2015 4:38 PM

Answers

All replies

  • Hi,

    What's the problem? Do you want notify someone but the creator of the comment of ticket?


    Cheers,
    Marat
    Site: www.scutils.com  Twitter: LinkedIn: Graveyard:

    Wednesday, February 25, 2015 4:45 PM
  • Hello Marat,

    Thanks for your reply. My issue can be broken down to two scenarios:

    1) I want to notify everyone EXCEPT the creator of the comment added

    2) I want to notify everyone EXCEPT the creator of the ticket (IF the creator of the ticket is a helpdesk analyst and not the customer from the portal)

    Wednesday, February 25, 2015 4:51 PM
  • Then add a condition for the workflow.

    Cheers,
    Marat
    Site: www.scutils.com  Twitter: LinkedIn: Graveyard:

    Wednesday, February 25, 2015 4:54 PM
  • How can I do that? Where can I edit the workflow that the notification uses?
    Wednesday, February 25, 2015 4:59 PM
  • Start with this.

    Cheers,
    Marat
    Site: www.scutils.com  Twitter: LinkedIn: Graveyard:

    • Proposed as answer by Andreas BaumgartenMVP Thursday, February 26, 2015 12:06 AM
    • Marked as answer by Yan Li_ Tuesday, March 3, 2015 9:41 AM
    Wednesday, February 25, 2015 5:02 PM