Allow email notifications in some cases but not others

[Cat]

I have created a specific notification for when an incident is placed on hold. This notification works as expected. However the comment left on incident notification (triggered by the incident.commented event) keeps firing at the same time. 

I changed the weight on the notifications so that the comment left on incident notification doesn't send. However, I want it to send if the agent adds a customer visible note to an incident while it's on hold. Because I changed the weight, it now doesn't send in any case.

Is there a way for me to resolve this?

[Tanushree Maiti]

Hi @Cat 

Refer this article: Notifications - Email notification weight examples

Email notifications weight

Email notification weight is defined as a required numerical value for this notification's priority relative to other notifications:

• With the same target table and recipients
• The system only sends the notification with the highest weight

All other notifications with lowest weight are moved from the Outbox mailbox to the Skipped mailbox.

[Cat]

Yes, I understand that, but the on hold notification should only send when the incident changes to on hold. So the way I've changed the weight now works, but the comment notification is now not sending in any case