Email notification configuration help

[Cat]

Hi All,

I've created an automation which handles tickets going on hold and automatically sends email chasers. When a ticket is put on hold awaiting caller, the initial notification is sent to advise the user that the ticket has been placed on hold awaiting their response:

However, in addition to this notification, they are also received the standard comment added notification  which is triggered by the incident.commented event.

I only want them to receive the on hold notification, but I also want them to receive other comments in case the agent decides to message the user while the ticket is already on hold awaiting caller.

Does anyone know how I can configure this? I don't want the end user to get 2 emails when it is put on hold:

[glideFather]

Ahoy @Cat,

in the email logs you can see what notification definition sent that notification.

For the On hold notification, I believe nothing to be done, it's all okay. But for the standard additional comment you need to adjust the condition that the state is not On hold: Awaiting caller.

The conditions must be aligned

1. On hold notification - triggered when On hold: awaiting caller

2. the other notification - triggered ALWAYS UNLESS On hold: awaiting caller

I don't know how to explain this 😛 I will try to use analogy with week days

1: on hold triggered on Monday

2. the other notification triggered everyday except of monday

Does it make sense? let me know if you want to discuss further, I need more cofffee now 😄 

[Cat]

Thank you!

I still want it to send when the ticket is on hold, just not when it changes to on hold - is that possible?

[Tanushree Maiti]

Hi @Cat 

OOB on incident.comment event , there are two notifications:

For your requirement , 

Either you can add advance script (under When to send) of above mentioned notifications,

or update following condition( with OR) 

[Cat]

I think I would need state *does not change to* or something like that right? I still want it to send generally when on hold, but not on that initial change to on hold